ITSS

swordtechnologies; Brussel Hoofdstad; On-site; EUR 35,000 - 52,000; Full time

Job summary

swordtechnologies is seeking a capable IT service desk professional in Belgium to provide incident handling, analysis and user liaison. The role involves remote and on-site support, recording incident data, and contributing to knowledge base updates.

Ideal candidates have 3+ years in IT support, strong MS Office and Windows skills, and fluent English and French. ITIL v4 Foundation is required or will be completed within three months.

Qualifications

• 3+ years of relevant professional experience.
• Very good skills in all MS Office applications.
• Strong end-user computer support experience, especially Windows platforms.
• Good understanding of mobile devices platforms and core mobile apps.
• ITIL v4 Foundation certification (or plan to obtain within 3 months).
• Fluent in English and French (written and spoken).

Responsibilities

• Serve as service desk agent, incident agent and analyst; provide first and second-line support.
• Analyse incidents and liaise with users to maximise first call resolution.
• Record and track incident and problem information; document procedures and contribute to knowledge base.

Skills

MS Office

End user support

Problem solving

Bilingual EN/FR

Education

ITIL v4 Foundation

Tools

Windows OS

Job description

Nature of tasks

• Service desk agent, incident agent and analyst, problem agent and analyst
• Incident analysis, first and second-line customer liaison with the purpose of maximising the first call resolution rate
• First and second-line support: remote and on-site support
• Recording & tracking incident and request information
• Recording & tracking Problem information
• Participating in reconfiguration/installation of PC environment
• Documenting operational support procedures
• Drafting technical content for knowledge database
• IT support specialist must be able to perform all tasks of a service desk operator
• Testing and administration of applications
• Liaising with system administration and database administration for execution of administration tasks
• ITSS may be asked to fulfil SDO tasks and vice-versa when working for MEP IT Support

General

• Highly autonomous and broadly IT skilled
• Problem solving skills

Analysis and technical skills

• Very good skills in all of the MS office applications
• Very good skills with end user computers and, more specifically, Windows computers
• Good understanding of the main mobile devices platforms and core mobile applications
• ITIL V4 Foundation Certified (or where absent, a (TM-1 or FP-2) penalty may apply and the certification must be passed within 3 months after the start of the contract)

Experience

• Minimum of 3 years of relevant professional experience

Language and communication skills

• Fluent in both English/French both written and oral