Junior First Line Support

Altherias

Brussel, Belgium

2 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Starter

Experience required

1 year minimum

Working hours

Shift work

Languages

English, French

Job source

www.jobinhoreca.com

Tech stack

Microsoft Windows Apple Mac Systems Linux Web Browsers Issue Tracking Systems Virtual Private Networks (VPN) Microsoft Office Microsoft Operating Systems Microsoft SharePoint Software Engineering Cisco WebEx Office365

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Information Technology Servicenow

Job description

Respond to requests for assistance received from end users by phone, mail or via other interactive platforms - for example: chat tools - etc (Fist-line customer liaison).
Diagnose and resolve technical hardware and software issues
Make an initial assessment of incidents, attempting to resolve them (Remote user assistance) within Service Level Agreement guidelines.
Record and track all the interactions in the ticketing system (ServiceNow)
Monitor progress of incident resolution relative to the appropriate SLA.
Managing the incident life-cycle, including closure and verification.
Follow up with end users to ensure complete resolution of issues.
Participate in reconfiguration and installation of PC environment.
Follows standard service desk procedures & processes.
Follow up with customers and users to ensure complete resolution of issues.
Advise staff on appropriate action & maintain the ownership of the incident & ensures updates.
Serves as liaison between staff and the technology department to resolve issues & redirect issues to the appropriate resources.
Review and keep documentation up to date (SharePoint, Knowledge base, etc.).

Requirements

Good spoken and written knowledge of English and French (min. B2).
Excellent knowledge of all round IT (Office, Windows).
Good knowledge of Microsoft Office applications (Office 2019/Microsoft 365 suite).
Good expertise on informatics environment (Microsoft OS; internet browsing, Linux and MAC OSX).
Good expertise on telework/Web conference (Pulse secure, VPN, Web conference (Skype, Teams, Zoom, WebEx, etc.)).
1 year of work experience in a similar job (traineeships counting as experience).
Experience with ticketing systems (ServiceNow or other Ticketing systems).
EU nationality

Benefits & conditions

Work shifts of 8 hours covering the time range between 07h00 and 20h00 from Monday to Friday with some flexibility required when overtime is exceptionally needed.