Service desk agent - Brussels - Far-Site

• User guidance and support (by video/chat/phone sessions or emails) regarding the use of EC information systems / ICT tools.
• Categorize and prioritize incoming tickets and users' requests, escalate where needed.
• Follow-up of related incidents, of any user's requests and bug reports.
• Documenting of knowledge, known issues, shared this knowledge with colleagues and maintain IT support Knowledge Base.
• Coordination of support teams, IS Service management.
• Coordination with the project teams.
• Mastering of information sites and maintenance of the department's knowledge base.
• Follow-up of service quality in the context of incident, problem and impediment management.
• Management and follow-up of user requests.
• Conception and organisation of user documentation for information systems and/or Service support procedures.
• Help in conception and management of IS.
• Recording, tracking and monitoring of business workflow application incidents, problems and impediments up to their resolution.
• Analysis, tracking and monitoring of business workflow application incidents, problems and impediments up to their resolution.
• Participation in user, service and project meetings.
• Interaction with the business analysts, customer, users, project leaders and the developers.

Do you have experience in Wiki systems?, That's why we are looking for curious individuals who are motivated by challenges and eager to grow personally and professionally, to join our team and make a positive impact on the world through technology., * Proven knowledge in end user assistance and support of information systems.

• Good knowledge of ITIL.
• Knowledge of wiki, collaborative sites and social networks.
• Knowledge of the office automation tools used in the contracting authority (MS-Office, Microsoft Teams).
• Good IT skills. Work experience with SAP, and Oracle is a plus
• Analysis and problem solving skills
• Very good knowledge of SQL, Eclipse, business workflow applications analysis tools, Logfile tools (eg Kibana).
• Ability to provide viable solution efficiently and fast.
• Ability to give business and technical presentations (with technical and non-technical audiences).
• Ability to participate actively in technical meetings.
• Ability to apply high quality standards.
• Ability to cope with fast changing technologies.
• Capability to write clear and structured technical documents.

• We work as a team and learn from each other.
• Flexibility and work-life balance. Remote working is in our DNA. We promote flexible working hours and offer shorter working day every Friday, as well as in the months of July and August.
• Continuous learning. Language courses, technical training, certifications, and more.
• Personalized career development, allowing you to decide where you want to go.
• Autonomy and the opportunity to suggest and promote new opportunities.
• Flexible compensation program. Childcare vouchers, restaurant benefits, transportation, and health insurance.
• Exclusive discounts and special conditions on technology, leisure, travel, and more.
• You can be part of charitable and environmentally related initiatives.
• If you have international interests, we are present in 45 countries.

At SEIDOR, we help drive the transformation and competitiveness of our clients through technology and innovation, always focusing on the value of the human side and being committed to talent and sustainable development. We are a diverse and inclusive organization that believes in equal opportunities. We already have over 8,000 professionals in 45 countries across Europe, Latin America, the United States, the Middle East, Africa, and Asia. Here, you can develop and grow both professionally and personally from day one, with the support of a great team that shares human values. We carry out projects with a positive impact at both national and international levels, serving clients from different industries and collaborating closely with the leading technology providers (such as SAP, Microsoft, Salesforce, IBM, Google, AWS, Cisco, Adobe). We are one of the most recognized and awarded companies by our partners. We are committed to sustainability and promote ESG (Environmental, Social, and Governance) criteria to achieve sustainable development. We have reduced and offset our carbon footprint, becoming a net-zero company. At SEIDOR, we believe that to address the challenges of the digital world and the new hurdles that arise, we must have the best allies, market-leading technologies, and, above all, the best people.