Talencia Consulting - IT Helpdesk Agent (l1)

ictjob.be; Brussel; Sur place; EUR 32 000 - 42 000; Plein temps

Résumé du poste

ictjob.be is seeking an experienced IT Helpdesk Agent (L1) to join an IT support team in Brussels. You will act as the first point of contact for IT incidents and service requests, log and triage tickets, and provide basic troubleshooting to end users.

Responsibilities include password resets, account management, hardware and software troubleshooting, and ensuring SLA compliance. You will escalate complex issues to L2/L3 and contribute to the knowledge base with recurring solutions.

Qualifications

• Experience in IT helpdesk or IT support environments.
• Strong communication skills and a customer-focused approach.
• Ability to manage and prioritize tickets with SLA awareness.

Responsabilités

• Act as the first point of contact for IT incidents and service requests.
• Manage tickets through the ITSM platform, ensuring accurate categorization and prioritization.
• Resolve Level 1 issues, including password resets, account management, hardware/software troubleshooting and connectivity problems.
• Escalate more complex incidents to L2/L3 teams with proper documentation.
• Ensure SLA compliance and provide regular updates to end users.
• Contribute to the knowledge base by documenting recurring issues and solutions.

Connaissances

IT Helpdesk

Communication

Outils

ITSM platform

Password reset tools

Description du poste

We are looking for an experienced IT Helpdesk Agent (L1) to join an IT support team.

Key responsibilities

• Act as the first point of contact for IT incidents and service requests.


• Manage tickets through the ITSM platform, ensuring accurate categorization and prioritization.


• Resolve Level 1 issues, including password resets, account management, Hardware/software troubleshooting and connectivity problems.


• Escalate more complex incidents to L2/L3 teams with proper documentation.


• Ensure SLA compliance and provide regular updates to end users.


• Contribute to the knowledge base by documenting recurring issues and solutions.