Proximus is active as a provider of digital services and communication solutions on the Belgian and international markets. We offer our customers a world of digital opportunities so that they can live better and work smarter. We do this by offering products and services tailored to the needs of every customer and by being a partner of citizens, companies and Belgian society in their digital evolution.
Proximus Group consists of the mother company Proximus SA and a growing network of subsidiary companies in the telecom and IT sectors, active in the Benelux and various other countries.
Responsibilities
Who are we looking for?
At Proximus NXT we are looking for a service desk operator for ASTRID. ASTRID is the operator of the national radio communications, paging and dispatching network designed for emergency and security services in Belgium. To guarantee the excellence of their services, they are looking for a Level 1 Service Desk Agent.
What do we expect from you?
You will catch the technical incidents (via monitoring and/or customer call), dispatch and coordinate the resolution of these cases.
Your reponsabilities
1. You are responsible for first line and perform remote tasks
2. You are the first point of contact for external (& internal) customers for all IT-related questions asked
3. You ensure that all calls are carefully logged, analyzed, assigned, answered and resolved within the set standards, procedures and SLA’s.
4. You follow up on the open incidents and where necessary you engage the underlying support groups and / or business partners, you are responsible for communication to the end user.
5. You perform an incident resolution where possible
Profile
Experience and education & mail
6. A strong interest in IT
7. A Bachelor’s degree in IT is a plus
8. Experience in servicedesk environment
Soft skills
9. You are an expert in communication
10. You are a native French or Dutch speaker with a good knowledge of the second language and English
11. You show a customer centric approach, you are going the extra mile for the customer
12. You are empathic and capable to deal with stressfull situations
13. You are a dynamic person, able to adapt to a large range of situations at any time
14. You are responsible, punctual and flexible
15. You are a team player, within the first line team and towards the customer’s 2nd line team and operational/incident manager(s)
Technical knowledge
16. Understanding of Office 365: Teams, Outlook, Excel, Word
17. Understanding of pc-hardware: desktop, laptop, tablet, printing
18. Understanding of networking: TCP/IP, WAN, WLAN
19. Understanding of databases: Access, Oracle
20. Understanding of MS OS W10/W11, Horizon an VMware Vsphere
Shift system
In this role, you will be responsible for managing and optimizing the work schedule of our service desk. You will be working with our advanced Shift system to ensure that our customers always receive the best possible service.
Our shift system includes the following hours:
21. Morning shift: ->
22. Afternoon shift: ->
23. Night shift: ->
24. Day shift: business hours (24/7/365)
For this position we are seeking somebody who will join us on consultancy base.
If you recognize yourself in these requirements, we are looking forward hearing from you!
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