ICT-ondersteuningsspecialist

Dilaco

Anderlecht

The Level I Service Desk Agent’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

Key Responsibilities:
• Provide first line support through telephone, mail, chat and self-service tickets to ensure courteous, timely, and effective resolution of end-user issues
• Prioritize incidents and service requests according to defined processes to meet defined SLAs
• Make a correct analysis of the incident/Request.
• Encode the incident/Request in Service Management Tool.
• Use remote tools and diagnostic utilities to aid in troubleshooting
• Through troubleshooting, incident... More Detail

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