IT Service Desk Agent

For one of our client located in Brussels, we are looking for a bilingual FR/NL Service Desk Agent.

First 2 months on-site presence is necessary for training-purposes.

Your challenge

Primary Tasks and responsabilities:

  • 1st line support by phone and ticketing service using the internal tool for remote desktop management & compatible tasks.
  • Timely solution to issues problems and/or requests from the end users. Dispatch, release the irrelevant alarms using the tool or by phone in case of overload.
  • Risk analysis and Escalation of ongoing issues in collaboration with Service Desk Expert/Lead/Manager to the 2nd line support or relevant. Documenting the actions taken and lessons learned.
  • Assistance on quality assurance & follow-up with the internal customers in case of major incidents in collaboration with Service Desk Team manager. Proving all the necessary documentation and communication making sure the risks remain limited/problem is solved.

 

Secondary Tasks and responsabilities:

  • Reporting & documentation by sourcing the internal FAQ and quick reference guide.
  • Back-up & assistance: Assisting the Team Coordinator/Service Desk Manager/Expert in case of work overload helping coach and guide junior team members.
  • Ongoing learning & development: take knowledge of all recent infrastructural changes and modification that could impact the internal customer's experience. Share your expertise internally to ameliorate the internal tool/service delivery of the department.

 

Your profile

  • At least 1 years of experience as 1st Line Support
  • Excellent verbal communication skills in french and dutch, bi-lingual requirement is a must

Any other language is a plus

  • Good knowledge of PC
  • Very good knowledge of Windows 8 & 10, VCM, DameWare, Active Advisory, Exchange, Print Management, Ticketing, Stock Management
  • Good knowledge of Networking & Patching

If you are interested in this opportunity as an employee or freelance, feel free to contact us and join Genesis Consult today !

Should you not receive our feedback within two weeks time, please consider your application closed.