Description
Role: IT Service Desk Analyst level 0 / 1 (Front desk)Task: Solving IT incidents and changes received from the users via phone, email or portal.
Based at Antwerpen, he / she will support the team coordinator and management of the Service Desk.
The analyst is part of a virtual team with members in Belgium, Portugal and Germany. We are looking for someone that has a passion for IT and can work customer oriented. The level 0 / 1 is our communication layer and in direct contact with the internal customer. Each issue will be registered or updated in a ticket. A user reporting a more complex request, will be helped by an upstream level.
The analyst can be asked to support the L1.5.
Function description
Next list is a collection of tasks to give an indication of expectations.
•Customer Oriented
•Professional communication skills
•Experience in IT Service desk as L1
•Bi-lingual is a must (Dutch/English). French, Spanish and Italian are a plus.
•A Team Player that can share the knowledge and skills with the team
* The ability to accept knowledge from experienced analysts
•Inspirers the team members to work efficient and give feedback to the team coordinator about possible trends, solutions not in the knowledge base, best practices etc.
•Creating and adjusting Knowledge documents
•Support colleague-analysts in Level 0/1/1.5
•Likes IT Trouble shooting and can work independently.
•Knowledge of Office365 / Win 8.1
•Specials:
oGlobal AHD ticket tool
odifferent Imac types, assignee groups
oMailbox dispatching
ohandle QM checks
oAccessIT knowledge
oKnowledge base