Support Agent Analyst

Job Description

We are hiring a Service Desk agent specialized in Windows 10 / Office 2016 for the European Commission based in Brussels.

You will be responsible for the following tasks:
  • Making an initial assessment of incidents, attempting to resolve.
  • Recording and tracking incident and problem information in a ticketing system
  • Monitoring progress of incident resolution relative to the appropriate SLA
  • Managing the incident life-cycle, including closure and verification
  • Participate in reconfiguration and installation of PC environment
  • Follows standard service desk procedures & processes
  • Advises 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.
  • Specific technical support related to the migration to Windows 10 / Office 2016.
 
 

Profile

Requirements:
  • At least 3 years of relevant professional experrience
  • Excellent knowledge of all round IT (Office, hardware, Windows …)
  • Experience with ticketing systems (HP Service Manager Client…)
  • Knowledge of/or experience in ITIL environment is big advantage.?
  • Fluent English and French (minimum B2)
  • Able to work in an international and multicultural environment
  • Team player and strong communication skills
  • Strong analytical, problem solving and learning skills
  • Ability to prioritize among tasks and meet deadlines
  • Excellent attitude (strong customer service skills)
Interested? Apply today

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