Description
First line Help Desk: Banking, Brussels
As Helpdesk Specialist you are the first point of contact to internal users in need of technical support for incidents or requests.
Your role also involvoes providing remote support to internal users and to act as the entry point for IT service support process.
Helping users all across the group, your contribution is key in order to meet the Service Level Agreements between different entities.
Working in a full LEAN environment, you help is required to increase the quality of the service delivered while taking part into process optimization and efficiency.
Your tasks include:
- Handling the intakes of incidents and requests reported to the service desk by phone, e-mail or the ticketing tool
- Troubleshooting incidents or analysing requests in order to provide solutions in the shortest delay.
- Logging and documenting tickets for dispatching to further level of support.
- Performing an end-to-end monitoring of user's tickets from escalation to feedback.
- Participate to Continuous Improvement initiatives to reach operational excellence for yourself and your team.
Skills and experience required:
You are familiar with IT and telecom tools, with the following general knowledge:
Software:
- Windows environment and Office applications (OS, Admin Tools, troubleshooting and installation)
- Configuration of mail applications (Lotus Notes)
- Network and CITRIX support basics
Hardware:
Workstation device troubleshooting.
You are customer-oriented, pro-active, autonomous but also able to work in a team environment.
You are able to work on multiple tasks and cope with pressure.
You are procedure orientated and have attention to detail.
You work efficiently over the phone.
You have an experience with Helpdesk and PC support (not a must as we will provide you with an extensive training).
You are flexible and ready to work in shifts (from 7:30 to 19:00).
You are fluent in English.
Location: Brussels
Duration: 9 months
Rate: Euros per day
Ref: NK030