IT Helpdesk - NL/FR/EN

Limbourg  ‐ Onsite
This project has been archived and is not accepting more applications.
Browse open projects on our job board.

Description

We are looking for a Helpdesk for one of our client in Hasselt:

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

Technical skills
ITILv3 Foundation certified
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
Use of a IT Service Management tool is an asset

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

Experience
College degree, specialized training, or equivalent work experience
Oral and written proficiency in French/Dutch and English,.
Ability to work independently
Typically requires 18 months of relevant work experience - Help Desk
implementation experience a plus

Start date
ASAP
Duration
6 months + ext
(extension possible)
From
e-resourcing Limited
Published at
24.05.2018
Project ID:
1559860
Contract type
Freelance
To apply to this project you must log in.
Register