Global Service Desk Agent — First-Line IT Support

Altia; Brussel Hoofdstad; Vor Ort; EUR 28.000 - 46.000; Vollzeit

Zusammenfassung

ALTIA is seeking a Service Desk First-Line Agent to provide guidance and support to users on information systems and ICT tools, while monitoring and resolving incidents through ticketing tools.

You will log, categorize, prioritize and escalate tickets, communicate updates in line with SLAs, document knowledge and procedures, and collaborate with technical teams in an international, multilingual environment.

Qualifikationen

• Demonstrable experience providing end-user support and guidance.
• Solid knowledge of ITIL 4 practices including Incident Management and Knowledge Management.
• Experience with ITSM tools such as ServiceNow or Jira Service Management.
• Excellent documentation skills and ability to maintain knowledge bases and procedures.

Aufgaben

• Provide guidance and support to users on information systems and ICT tools.
• Monitor and resolve incidents and requests through ticketing tools.
• Log, categorize, prioritize and escalate tickets as needed.
• Communicate updates in accordance with SLAs and timelines.
• Document knowledge, known issues and procedures; transfer knowledge to support teams.

Kenntnisse

End-user support

Team collaboration

Tools

ServiceNow

Jira Service Management

Jobbeschreibung

ALTIA is seeking a Service Desk First-Line Agent to provide guidance and support to users on information systems and ICT tools, while monitoring and resolving incidents through ticketing tools.

You will log, categorize, prioritize and escalate tickets, communicate updates in line with SLAs, document knowledge and procedures, and collaborate with technical teams in an international, multilingual environment.