IT Service Desk 2nd line Agent
Reward: 1000 €
Type of contract: Employee
Sector: IT
Region: Brussel/Bruxelles
Client :
Our client is a global leading company in Field Services, Remote Services and Application Services.Description :
JOB DESCRIPTION- Answers calls within stated time guidelines.
- Analyses and interprets client inquiries to ascertain and solve issue.
- Provides accurate and creative solutions to client problems meeting all pre defined quality measurements.
- Escalates calls within stated guidelines.
- Provides information, advice or instruction in response to client inquiries.
- Provides a high degree of client satisfaction in all work undertaken.
- Receives and records client inquiries and processes paperwork/systems relevant to client queries.
- Liaises internally to enable client queries to be answered and problems solved.
- Resolves incident using remote control tools or on-site
- Monitors progress of incident resolution within agreed service levels and keeps users informed
- Installs and configures PC environments
PROFILE
- Typically secondary/ high school qualified with a relevant technical qualification and 36 months' work experience in a technical help desk environment.
- excellent knowledge of all-round IT (Office, Windows, hardware, etc)
- experience with ticketing systems (HP Service Center, etc)
- able to work in an international and multicultural environment
- a team player with strong communication skills
- knowledge/experience of ITIL is a plus
- fluent in both English and in French
