24/7 Service Desk Agent — IT Support & End-User Help

Stefanini, Inc

Brussel Hoofdstad

Sur place

EUR 32 000 - 42 000

Plein temps

14 jours+

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Avantages offerts par ce poste

Company car

Résumé du poste

Stefanini, Inc in Belgium seeks a Service desk agent to provide 1st line support for internal and external users within the client’s Network Operations Division. The role focuses on software and application support, with troubleshooting guided by the knowledge base.

The Technician will manage calls and emails, troubleshoot, document, and resolve IT issues, ensuring attendance, quality, and customer service metrics are met. Availability: 24/7 shifts; a company car is provided; onsite work.

Qualifications

Flexibility to adapt to a 24/7 shift rotation.
IT knowledge to resolve IT issues on the go.
Fast learner with ability to pick up new processes quickly.
Customer service experience is advantageous.
Strong analytical, technical, problem‑solving and organizational skills.
Strong written and oral communication skills.
Team player, self‑motivated and detail oriented.
Able to explain problems/issues to customers in non‑technical terms.
Proficiency in English.

Responsabilités

Provide 1st Level End-user support for client users including: installation, error messages, tweaking.
Analyze support requests from calls, mail, in person and web submit.
Answer incoming calls and log all customer questions and issues into ticketing system.
Escalate problems according to procedures to the client support groups or to the 2nd level.
Document and fill in ticketing system and assist with knowledge base articles.
Assist with special project work as needed.
Windows troubleshooting and basic networking tasks.