Description
We are looking for an IT Helpdesk for one of our client.
This function will be a mix of IT Helpdesk - IAM (Identity Management) and IT Provisioning.
The job will be mainly located in Hasselt but from time to time the candidate will travel across our client's local site.
TASKS
Log every Incident or Service request with correct detailed information in the ITSM tool (RemedyForce) when it is reported directly to you by phone or by e-mail
Perform the triage activity based on our knowledge base in order to reach effectiveness in the allocation process to the IT Service Queue
Meet or exceed key performance indicators set by Service Levels for addressing response to Incidents or Service requests
Forward incidents/tasks to the appropriate support team if you cannot resolve the issue within pre-defined time intervals or following the work instruction provided
Escalate potential issues or request for escalation to the Service Desk Escalation Manager
Verify closure communication of Incident and Service Request as appropriate and after verification with the user/requester
Assist as a Help Desk member in the improvements and maintenance of the service desk application, to keep up to date with knowledge about the use of defined tools, templates and standards.
Organize work efficiently and effectively under the guidance from your manager
Undertake training and development where necessary to maintain awareness of new and emerging technologies
Maintain up to date knowledge of IT services available
SKILLS
good level in Dutch, English and French
ITILv3 Foundation certified (is a plus)
MS Office 365 suite and Windows 7/10 OS
Understanding of Web/Internet/Intranet/VPN/Citrix technologies
Active Directory/User management (IT Security basic awareness)
File Management - MS SharePoint - OneDrive
Business Skills
Customer oriented attitude and results focus
Insight in Business organization and IT processes
Provide routine oral and written information clearly and concisely
Ability to deal with IT professional/VIP
People
Excellent relationship skills, polite
Being empathic
Communication skills
Stress resistant
Flexible