IT Front Line Support Agent – Belgium – 10 Months
Description :
We are looking for a Front Line Support Agent to join our Service Desk team based in Belgium. This role is essential to ensure fast and quality support for internal users. User support:
-
Receiving requests via the ticketing tool or telephone.
-
Qualification, categorisation and prioritisation of incidents.
-
Clear and structured recording in the management system.
Resolution & follow-up:
-
Initial analysis and processing of simple tickets.
-
Escalation to level 2 with enhanced diagnosis.
-
Progress monitoring and regular communication with the user.
Collaboration & documentation:
-
Working closely with the N2 support teams.
-
Contributing to updating the knowledge base.
-
Participation in the continuous improvement of ITSM processes (ITIL).
Profile :
-
IT training or equivalent experience.
-
Similar experience, ideally in an international context.
-
Proficiency in Windows 10/11 environments.
-
Familiarity with the Microsoft Office 365 suite and associated cloud services.
-
Familiarity with peripherals (printers, workstations, etc.).
-
Knowledge of networks (LAN, WAN, VPN, DNS, DHCP, etc.).
-
Knowledge of ticketing tools; Atlassian (Jira, Confluence) is a plus.
-
Knowledge of ITIL practices (incident management, requests, changes, etc.).
Facebook
Twitter
Email
Print