Description
Service Desk Agents 1st and 2nd line support Belgium
We are looking for several service desk agents to provide 1st and 2nd line support for a 6 month contract for one of our client in Brussels, Belgium. The successful service desk agents would be fluent in both French and English.
The service desk agents effectively support the IT users by handling incidents and requests as defined in ITIL best practices (call taking and e-mail handling, registration and classification, resolution attempt, functional escalation, resolution of incidents and execution of requests, follow-up and closure, etc).
Requirements:
- Experience in a similar job, and excellent phone skills is a must.
- Excellent knowledge of all round IT (Office, hardware, Windows )
- Experience with ticketing systems (Peregrine, HP Service Center, )
- Knowledge of/or experience in ITIL environment is big advantage.
- Fluent in English and French (both written and spoken)
- Capable of working in an international and multicultural environment
- Team player and strong communication skills
Primary tasks:
- Making an initial assessment of incidents, attempting to resolve.
- Recording and tracking incident and problem information in a ticketing system
- Monitoring progress of incident resolution relative to the appropriate SLA
- Managing the incident life cycle, including closure and verification
- Participate in reconfiguration and installation of PC environment
- Follows standard service desk procedures & processes
- Advises staff on appropriate action & maintain the ownership of the incident & ensures updates
- Serves as liaison between staff and the technology department to resolve issues & redirect issues to the appropriate resources
Should you be interested in this service desk agents contract opportunity in Brussels please send us your CV ASAP.
Service desk agents/1st line support/2nd line support/French/Englihs/Brussels