Service Desk Agent

Hours: fixed hours between 8am - 5pm, always Monday to Friday (every day in the office)

Location: Leuvensesteenweg ERPS-KWERPS (KORTENBERG )

Your mission?

• You are responsible for the accessibility of the 1st line service desk by accepting incoming calls, calls via the portal and email.
• You handle complex incident and request requests from internal employees.
• You provide internal customers with telephone and on-site support regarding hardware & software issues.
• You make analyses of reported faults and change requests regarding computers and applications.
• You set your own priorities by using the Service Management Tool, taking into account the ITIL processes used.
• You provide relevant, high-quality and timely communication to ensure that the level of service remains high.
• You participate in the Service Support team meeting in an innovative and constructive manner.
• You and your team ensure that the set targets are achieved.
• You call in the help of the 2nd and 3rd line in a timely manner so that escalations can be prevented.

Job for you?

• You are very customer-oriented.
• You have a keen interest in ICT and have previous 1st or 2nd line Service Desk experience.
• You have knowledge of networks, telephony, Windows, Citrix at management level and ITIL methods.
• You have a very good written and oral knowledge of Dutch, French and English?
• You can work smoothly with MS Office programs.
• You like to take initiative, work in a solution-oriented manner and have excellent communication skills.
• You organize your work independently, without losing sight of supporting colleagues.
• Administrative tasks don't scare you.