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IT 1st Line Service Desk Agent

Getronics

Full time |  Permanent  |  Fresher  |  Salary type not mentioned Salary not mentioned  |  1 Jobs  | EnglishFrench

Job Description

IT 1ST LINE SERVICE DESK AGENT

Your challenge

As a 1st Line Service Desk Agent, you will be responsible to take end-user problems into your own hands. You are expected to give a high-level of customer service to end-users who need your assistance. You will be responsible for the following tasks:

* Answers calls within stated time guidelines.

* Analyses and interprets client inquiries to ascertain and solve issues.

* 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. Complete documentation is required.

* 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.

Your profile

* Ideally an educational background in IT

* 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

* Flexible

* Motivated to learn

* Eager to help

* Follows procedures

Soft Skills:

* Fluent in both English and in French

* Strong communications skills

Nature of work:

* Working at our end-client (European Institution- very big environment, with lots of opportunities to grow)

* Location: Centre of Brussels

Contact details

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