Requirements: English
Company: OneSource Consulting
Region: Schaerbeek , Brussels
Here is the detailed JD:
Role: Helpdesk
Languages: Dutch &French
Work mode: Onsite
DESCRIPTION OF THE TASKS
Context:
The ICT Helpdesk is the point of contact/reporting point for the CM for ICT malfunctions, user questions, complaints, etc. It is therefore very important that the customer is spoken to correctly and that customers receive feedback at the right time about the solution or progress of the incident or question.
Responsibilities:
- From the ICT department, you are responsible for the proper and customer-friendly follow-up of service requests, incidents and complaints that arrive at the service desk via email, web or telephone.
- As the first point of contact for the users, you solve incidents independently as much as possible and, if necessary, you call on the second line.
- You ensure a quick response and a qualitative handling of the requests that arrive at the service desk.
- You will proactively identify and address repetitive incidents and formulate proposals to document them in the knowledge database.
- You are jointly responsible for an effective, efficient and customer-friendly handling of incidents, complaints and service requests.
- You provide the necessary communication to the users in the event of small and large incidents.
- Knowledge of methods and techniques of IT service management (ITIL)
- You are customer-friendly, you strive for maximum customer satisfaction. A flexible attitude and eagerness to learn are essential.
- You are fluent in both national languages and you can find your way around English-language manuals.
- You are willing to ensure the service from 7:00 am to 7:00 pm (Monday to Friday) in agreement with your colleagues.
- You have a strong affinity for ICT with a solid basic knowledge of computer science (Windows, Office applications, printers, scanners, network operation, server operation, tablet and smartphones, etc.).
- You have experience in using business applications.
- You can perfectly empathize with the user''s situation and you think result-oriented.
- Your workplace is our office in Schaerbeek, physical presence is expected during the first 3 months FT, after 3 months 1 day/week working from home and after 6 months half-time but always in function of service. There must be 3 to 4 colleagues onsite in Aropolis every day.