Description
Background:
My client is a Brussels based international bank; they have a Helpdesk team of 12 people located in 2 sites in Brussels. The team's mission is to provide remote support to internal users and act as the entry point for the IT service support process. Helping users all across the bank, your contribution is key in order to meet the Service Level Agreements between the bank and its internal customers.
Tasks:
As Helpdesk Specialist you are the first contact to internal users in need of technical support for incidents or requests.
- 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.
Essential Skills/Experience
You should be 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, ideally in Banking or Finance.
You are flexible and ready to work in shifts (from 7:30 to 19:00)
Language: Fluent English