Description
We are IT Recruitment Specialists partnered with a Global Consultancy who require a 1st/2nd Line Support Expert. This will be a long term contract based in Brussels
Job Description:
- Recording, tracking and monitoring of business workflow application incidents, problems and impediments up to their resolution
- 1st line support analysis of application incidents
- 2nd line support analysis, tracking and monitoring of business workflow application problems and impediments up to their resolution
- Redaction of detailed problem descriptions and reports as meaningful input for upstream support teams (3rd line, application developments teams)
- User guidance and support regarding the use of information systems/ICT tools, by phone and e-mail
- Mastering of information sites and maintenance of the unit's knowledge base
- Follow-up of service quality in the context of application problems and impediments
- Management and follow-up of user requests
- Guidance regarding the use of information systems
- Management of problems and impediments related to information systems; organisation of the reporting
- Conception and organisation of user documentation for information systems
- Participation in user, service and project meetings
- Depending on the circumstances, the expert may be requested to provide assistance or support in the resolution of production issues
Qualifications
- Bachelor Degree in IT or related field with a minimum of 3 years of professional IT experience or 6 years of professional experience without a higher post-secondary school degree
- Proven knowledge in end user assistance or support of information systems, especially in the context of business workflow applications, is essential
- Good understanding of business processes and requirements in the private and/or public sector (eg financial, procurement, etc.)
- Knowledge of end user/client support in E-business/E-commerce is an asset
- Knowledge of wiki, collaborative sites and social networks and IS knowledge base maintenance
- Good reporting methods
- Good IT skills; very good knowledge of MS Office tools is mandatory
- Very good knowledge in ITIL procedures or equivalent and the related support tools is mandatory
- Good knowledge of business workflow application analysis tools (eg PL/SQL, SOAP-UI) is an asset
- Very good knowledge of written and spoken English is required (B2 or higher)