DESCRIPTION

We are looking for a Helpdesk for one of our client in Hasselt.

Tasks

  • Log every Incident or Service request with correct detailed information in the ITSM tool (RemedyForce) when it is reported directly to you by phone or by e-mail
  • Perform the triage activity based on our knowledge base in order to reach effectiveness in the allocation process to the IT Service Queue
  • Meet or exceed key performance indicators set by Service Levels for addressing response to Incidents or Service requests
  • Forward incidents / tasks to the appropriate support team if you cannot resolve the issue within pre-defined time intervals or following the work instruction provided
  • Escalate potential issues or request for escalation to the Service Desk Escalation Manager
  • Verify closure communication of Incident and Service Request as appropriate and after verification with the user / requester
  • Assist as a Help Desk member in the improvements and maintenance of the service desk application, to keep up to date with knowledge about the use of defined tools, templates and standards.
  • Organize work efficiently and effectively under the guidance from your manager
  • Undertake training and development where necessary to maintain awareness of new and emerging technologies
  • Maintain up to date knowledge of IT services available

Technical skills

  • ITILv3 Foundation certified
  • MS Office 365 suite and Windows 7/10 OS
  • Understanding of Web/Internet/Intranet/ VPN/Citrix technologies
  • Active Directory / User management (IT Security basic awareness)
  • File Management MS SharePoint – OneDrive
  • Use of a IT Service Management tool is an asset

Business skills

  • Customer oriented attitude and results focus
  • Insight in Business organization and IT processes
  • Provide routine oral and written information clearly and concisely
  • Ability to deal with IT professional / VIP People
  • Excellent relationship skills, polite
  • Being empathic
  • Communication skills
  • Stress resistant
  • Flexible

Experience

  • Minimum high school graduate, specialized training, or equivalent work experience
  • Oral and written proficiency in French / Dutch and English,.
  • Ability to work independently
  • Typically requires 18 months of relevant work experience
  • Help Desk implementation experience a plus

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