ICT Service Desk Agent - NL/FR/EN

Client :

Our client is worldwide is active in Digital Imaging and solutions for at home or at work.

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Description :

MAIN ACCOUNTABILITIES:

• Diagnose and solve ICT-related calls, incidents, problems
• To act as a 1st line of support
• Active tracking & tracing of open calls, incidents & changes.
• Install, register and test on client hardware and software
• To provide statistical information and reports when required.
• Administer changes in ICT equipment
• Knowledge of other areas of ICT

KEY PERFORMANCE INDICATOR'S (KPI's):

• Agreed service levels
• Accuracy
• Functionality of systems
• Accuracy
• Timeliness
• Completeness
• Correctness of information
• Skills outside of own area of expertise

 

PURPOSE OF THIS POSITION:

• To provide a single point of contact for all ICT related requests.
• Ensures that requests are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures.
• Provide first level support to Users for systems, products, services.
• Own all calls to resolution.
• To provide statistical information and reports when required.
• Proactively work to achieve a high level of first time fixes.

 

SPECIALIST ABILITIES / KNOWLEDGE:

• ITIL certified
• Educated to High school level
• Language (fluent): Dutch/French/English.
• 1-2 year(s) experience in similar situation (0-1 year for junior role)
• Ability to learn new ideas and concepts and respond flexibly to challenges
• Displays the ability to work in a co-operative, pro-active and flexible way with 
• customers of all levels of seniority
• Preferable ICT based qualifications (MCP, etc)
• Experience and interest in client hardware & software

 

MAIN RESPONSIBILITIES:

• Provides an effective interface between Users and service providers, including logging/documenting Incidents, Problems and Changes. Effectively communicates call progress and ensures all diagnostic information is provided for error resolution and incident analysis.
• Assists Users in making more effective use of systems, products and services, making initial diagnosis of issues and giving clear and concise advice on known solutions where applicable.
• Provides clear and concise information on Changes, Known errors, Changes in availability, New Facilities, etc.
• Maintains accurate log entries of requests with call/resolution & follow up details.
• Follows agreed procedures and maintains documentation/knowledge base to establish possible solutions to calls.
• Follows agreed procedures and responds to requests by providing information to enable Users to solve their issues. 
• Promptly allocates unresolved calls as appropriate, by adhering to set escalation procedures.
• Follows agreed procedures, maintains and reports up to date and accurate inventory information on the organisation's ICT assets and User information.

 

KEY COMPETENCIES:

• Communication
• Personal Effectiveness
• Inter Personal Skills