Helpdesk Officer

What we're looking for

Elevate People is looking for a driven Helpdesk officer. You are someone who gets a thrill when you are helping others. You are a real teamplayer and you are not afraid of diving into the deep to find answers for problems. You are social and highly motivated.

 

Tasks

Incident Management activities

  • Take the overflow of hotline calls
  • Register tickets with all necessary information so you or colleagues can follow-up
  • Provide remote assistance to solve computer issues
  • Provide proximity support if necessary
  • Follow-up on incidents assigned to external service providers

The Service Request activities

  • Service request handling (ITIL)
    • Deal directly with requests, complaints and escalate where necessary
    • Monitor, coordinate and update all service requests
    • Follow-up escalations regarding IT request management
    • Forward out-of agreement requests
  • Inventory follow-up (administrative)
  • Liaise with external suppliers to ensure delivery to agreed standards and timescales
  • Clarifies all demands for service changes (nonstandard request), assesses their necessity, feasibility and impact, proposes possible solutions and communicate the conclusions

Take part in Continuous Service Improvement

  • Represent the GEM IS Helpdesk in Transversal Projects
  • Participate in Service Improvement initiatives

 

Your skills

  • Junior or confirmed profile (between 3 and 9 years’ experience in the domain.
  • Past experience in an international helpdesk environment is a plus
  • Experience in a Trading environment would be a bonus

Technical/Business Skills

  • Good technical knowledge of workplace environment and end-user services (WIN7, WIN10 environment, General use applications, Office 365, Mobile services, Mail services, Collaboration tools,  … )
  • ITIL basics

Behavioral Skills

  • Service oriented (customer facing)
  • Outstanding communication skills and able to work autonomous
  • You have a strong analytical mind, you are able to tackle a problem from different angles and make quick decisions
  • You like to work in a team and help where needed
  • Result driven and dynamic
  • Eager to learn
  • Always looking for ways to improve

Languages

  • English: fluent
  • French: very good
  • Dutch: very good

 

Interests?

Send your resume to sollicitatie@elevatepeople.eu.  For more information, contact HR +3214 23 56 00