Hello
The aim is to maximise first call resolution for our customers by providing effective, timely solutions.
Main purposes
1. 2nd level Service desk agent is responsible for solving the technical problem in a timely manner and/or for providing a suitable workaround of the problem.
2. He/she is the owner of the problem and of the solution:
1. Links the fault to the cause and takes concrete actions and appointments.
2. Determines the problem solving actions to be taken and takes care of its execution him/herself or escalates to the 3rd level specialists.
3. Works together with colleagues within client and with external parties/service providers to arrive at a quick solution.
4. Provides timely, understandable and informative feedback to the 1st level agents and in some cases to the customer directly.
Skills required from the profile
1. Studies & experience:
1. Minimum high school diploma; preferably additional courses in the field of information technology.
2. 3 years of experience as a 1st level service desk agent or equivalent by experience.
3. Analytically strong & solution-oriented.
4. Demonstrable affinity or experience with ICT.
5. Knowledge of and/or interest in client's business.
6. Technical affinity, but knows how to make the translation for the customer with your communication skills.
7. Stress resistant and can flexibly anticipate peak times.
8. Dutch or French mother tongue.
9. Good spoken and written knowledge of the second national language is required.
10. Basic knowledge of English is required.
11. Based in Belgium as the job is minimum half office based.
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