As a service desk operator, you’ll be the first point of contact for computer users who’ve got problems or need assistance. You may be working for an information technology company helping its customers, or as part of an internal service desk team supporting other employees. Either way, you’ll be helping users to continue working efficiently and increasing satisfaction levels
Main Job Duties and Responsibilities
1. respond to requests for technical assistance in person, via phone, chat or email
2. diagnose and resolve technical hardware and software issues
3. research questions using available information resources
4. advise user on appropriate action
5. follow standard help desk procedures
6. log all help desk interactions
7. administer help desk software
8. follow up with customers and users to ensure complete resolution of issues
9. redirect problems to correct resource
10. identify and escalate situations requiring urgent attention
11. track and route problems and requests and document resolutions
12. resolve technical problems with Local Area Networks and Wide Area networks
13. prepare activity reports
14. inform management of recurring problems
15. stay current with system information, changes and updates
16. help update training manuals for new and revised software and hardware
17. train computer users as necessary
18. clean up computers
Education, Qualifications and Experience
19. Bachelors degree preferred
20. working knowledge of fundamental operations of relevant software, hardware and other equipment
21. experience researching, analyzing and interpreting automated system problems
22. knowledge of relevant call tracking applications
23. knowledge and experience of customer service practices
24. related experience and training in troubleshooting and providing help desk support
25. Fluent in French, English and Dutch is an asset
Key Skills and Competencies
26. oral and written communication skills
27. learning skills
28. customer service orientation
29. problem analysis
About Getronics
Getronics is a global ICT integrator with a long history that extends over 135 years. With about 4,000 colleagues across Europe, Asia Pacific, and Latin America, Getronics’ vision is to reimagine the digital future, one customer at a time.
We do this by leveraging an integrated and secure-by-design portfolio around Digital Workplace, Business Applications, Smart Spaces, Multi-Cloud, Field & Onsite Support, Service Desk, Network Infrastructure, and Security & Compliance to serve our more than 1,400 customers in both public and private sector.
Getronics is the founder and leading member of the Global Workspace Alliance. This unique model provides customers with consistent IT services across 185 countries, with one single point of contact, contract, and billing entity yet maintaining the local touch with flexibility and cultural fit of a local partner.