IT Helpdesk

  • Job Reference: HQ00009587
  • Date Posted: 26 April 2018
  • Recruiter: E-Resourcing
  • Location: Brussels
  • Salary: On Application
  • Sector: IT (general)
  • Job Type: Contract
  • Work Hours: Full Time

Job 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
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