IT Service Desk Agent

Job Description

We are hiring a Help desk Analyst 1st line for our customer at the European Commission.
 
Your are responsible for these following tasks :
  • Answers calls within stated time guidelines.
  • Analyses and interprets client inquiries to ascertain and solve issue.
  • Provides accurate and creative solutions to client problems meeting all pre defined quality measurements.
  • Escalates calls within stated guidelines.
  • Provides information, advice or instruction in response to client inquiries.
  • Provides a high degree of client satisfaction in all work undertaken.
  • Receives and records client inquiries and processes paperwork/systems relevant to client queries.
  • Liaises internally to enable client queries to be answered and problems solved.
  • Resolves incident using remote control tools
  • Installs and configures PC environments

Profile

Typically secondary/ high school qualified with a relevant technical qualification and 6-12 months’ work experience in a technical help desk environment.

  • good knowledge of all-round IT (Office, Windows, hardware, etc)
  • experience with ticketing systems (HP Service Center, etc)
  • able to work in an international and multicultural environment
  • team player with strong communication skills
  • knowledge/experience of ITIL is a plus
  • fluent in both English and in French

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