IT Helpdesk 1st Line

  • Job Reference: HQ00015745
  • Date Posted: 13 September 2018
  • Recruiter: E-Resourcing
  • Location: Hasselt
  • Salary: On Application
  • Sector: Belgium
  • Job Type: Contract
  • Work Hours: Full Time

Job Description


MISSION AND CONTEXT

From the customer Helpdesk, provide first line support to end users.

Participate in the execution of Identity and Access management activities follow the process in place

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 or additional information gathered at client side 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 related 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 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.
Execute ad-hoc activities in relation with the Identity and Access management process
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
College degree, 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

Practicalities
To work full time in Hasselt
As from October 1st for 6 months in first instance