job omschrijving

functie	:	Helpdeskmedewerker 1ste lijn
type job	:	Vaste medewerker	plaats :	Mechelen
duur	:	Lange termijn	referentie :	20071399
omschrijving :
30% Accurate recording of Incidents, Problems, Requests and Changes in the ITSP Tool Set 30% Resolution of Incidents in ITSP 20% Ownership and Tracking of all ITSP items described above, to ensure resolution occurs regardless of who undertakes this. This duty includes ensuring the user is updated at regular intervals on the status of any issue. 10% Continuums Improvement in knowledge and process. The Service Desk Agent should look for all opportunities to extend their knowledge, and look for any opportunity to identify and adopt better process. As we adopt the "Problem Management" process it is essential that the Service Desk agents do a professional job as this will be key to service improvement. 10% Participation in Projects, and in Regional / Global initiatives. Scope: Handling IT incidents and requests received via telephone and email. Incident logging using the Service Desk system and managing and prioritizing workload. Liaison with technical teams around the world, tracking of issues through to resolution and maintaining communication with the user. Accurate escalation of incidents to 2nd and 3rd level support teams where appropriate. First level support for systems including Outlook, Microsoft Office, Active Directory, Directory Services, and remote access and applications as knowledge increases. User administration for all supported sites and systems including starters/leavers/transfers/ password and profile management. Service Alert communication for Europe for unplanned system downtime.
vereisten :
Wanted: - Strong verbal and written communication skills including fluency in English, Dutch and French - Strong customer service skills Required: - Organized, with the ability to effectively prioritize tasks - Effectively participate in a virtual, widely distributed team - Strong interpersonal skills Desired: - Strong broad knowledge of IT basics, systems, applications Your profile: - Have experience with working with IT systems or services, along with excellent IT Skills. - Have experience in a strong customer service based environment. - Have good language skills (written and verbal) - English, Dutch and French. - Be self-motivated and capable of working on own initiative in a pressure environment. - Be proactive in learning, maintaining and sharing a large volume of information. - Show ability to diagnose the cause of problems in a complex environment and provide effective solutions quickly. - A good knowledge of MS Office, Active Directory, Outlook, is necessary. - An understanding of the ITIL process is necessary.
start:	ASAP

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