Location : Brussels - Hybrid
Full-time
Responsibities :
Participate as a member in the first line team on the Service Desk troubleshooting level
Some general tasks more in the corner of PC Desk/Office Assistance are well documented and should also be handled by the candidate.
Do Service desk day-to-day tasks and ticket handling as a normal member of the team, with good followup of incident tickets
Improve the knowledge base and draw up very practical checklists (e.g. mail templates) and troubleshooting steps
- Based on lessons learned of previous issues
- Based on information from second and third line specialists
Interact with second and third line persons to improve the procedures and documentation
Expected skills and experience :
Proven professional experience in a Service Desk team - >= 5 years - Must have
Windows workstation troubleshooting and configuration - Must have
Mobile phones & Teams phones troubleshooting and configuration - Is a plus
An IT background (and education) - Must have
Other professional experiences in another IT function - Is a plus
Practical knowledge of
Microsoft Windows Office tools (Word, Excel, Outlook, SharePoint)
Atlassian Jira (or similar)
Atlassian Confluence (or similar)
Experience in Standard Operational Procedure (SOP) and documentation drafting (in English)
Certification in ITIL - Is a plus
Languages :
Bilingual Dutch and French - Must have
Advanced English - Must have