Help Desk Technician

Brayton Global; Brussel Hoofdstad; Sur place; EUR 26 000 - 38 000; Plein temps

Résumé du poste

Brayton Global is seeking an IT Helpdesk Support specialist to respond to end-user requests by phone, email, or chat and to diagnose and resolve hardware and software issues. You will log each interaction in the ticketing system, monitor SLA performance, and guide incidents through lifecycle from start to finish.

Ideal candidates have bilingual English/French skills (B2), solid knowledge of Windows and Office, and familiarity with remote conferencing tools.

Qualifications

• English and French language skills at least B2.
• Strong IT knowledge (Office, Windows).
• Proficient with Microsoft Office applications (Office 2019/365).
• Knowledge of Microsoft OS, browsers, Linux, macOS.
• Familiar with telework/web conference tools (Pulse Secure, VPN, Skype/Teams/Zoom/WebEx).
• At least 1 year in a similar role (traineeships count).
• Experience with ticketing systems (ServiceNow or similar).
• Excellent written and oral communication; analytical and problem-solving skills.
• Team player with strong communication; able to work under pressure.
• Punctual, meticulous and reliable.

Responsabilités

• Respond to end-user requests by phone, email or chat.
• Diagnose and resolve hardware and software issues.
• Record interactions in the ticketing system and monitor SLA.
• Manage incident lifecycle from opening to closure and verification.
• Follow up to ensure complete resolution.
• Assist in reconfiguration and installation of PC environments.
• Maintain up-to-date documentation (SharePoint, knowledge base).

Connaissances

English & French (B2)

Customer liaison

Incident troubleshooting

Remote support

Ticketing systems

Microsoft Office

Windows OS

Communication skills

Team player

Pressure handling

Outils

ServiceNow

SharePoint

VPN

Web conferencing tools

Description du poste

• Respond to requests for assistance received from end users by phone, mail or via other interactive platforms – for example: chat tools - etc (Fist-line customer liaison).
• Diagnose and resolve technical hardware and software issues
• Make an initial assessment of incidents, attempting to resolve them (Remote user assistance) within Service Level Agreement guidelines.
• Record and track all the interactions in the ticketing system (ServiceNow)
• Monitor progress of incident resolution relative to the appropriate SLA.
• Managing the incident life-cycle, including closure and verification.
• Follow up with end users to ensure complete resolution of issues.
• Participate in reconfiguration and installation of PC environment.
• Follow up with customers and users to ensure complete resolution of issues.
• Advise staff on appropriate action & maintain the ownership of the incident & ensures updates.
• Serves as liaison between staff and the technology department to resolve issues & redirect issues to the appropriate resources.
• Review and keep documentation up to date (SharePoint, Knowledge base, etc.).

Required qualifications[1]:

• Good spoken and written knowledge of English and French (min. B2).
• Excellent knowledge of all round IT (Office, Windows …).
• Good knowledge of Microsoft Office applications (Office 2019/Microsoft 365 suite).
• Good expertise on informatics environment (Microsoft OS; internet browsing, Linux an MAC OSX).
• Good expertise on telework/Web conference (Pulse secure, VPN, Web conference (Skype, Teams, Zoom, WebEx, etc.).
• At least 1 year(s) of work experience in a similar job (traineeships counting as experience).
• Experience with ticketing systems (ServiceNow or other Ticketing systems).
• Excellent written and oral communications skills.
• Good analytical and problem solving skills.
• Solutions oriented mind.
• Team player with strong communication skills.
• Able to quickly assimilate procedures.
• Able to work well under pressure.
• Comfortable in international and multicultural working environment.
• Punctual, meticulous and reliable.

Desired qualifications:

• Knowledge of/or experience in ITIL environment.
• Knowledge of other EU languages is a plus.

Working Conditions:

Work shifts of 8 hours covering the time range between 07h00 and 20h00 from Monday to Friday with some flexibility required when overtime is exceptionally needed.