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