BackPosted on 06/06/2016
IT 1st Line Service Desk Agent
Full time |
Salary type not mentioned
Salary not mentioned |
IT 1ST LINE SERVICE DESK AGENT
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.
* 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
* Motivated to learn
* Eager to help
* Follows procedures
* 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
At Getronics, you'll find yourself surrounded by talented and driven colleagues. You'll follow a personal training track and be part of an inspiring company culture. In the spirit of the New World of Work, you'll get all the tools to work anytime, anywhere. And all the responsibility and flexibility to balance your life.
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