Helpdesk Agent
1. Full-time
Company Description
Arηs is a fully independent group of companies specialized in managing complex IT projects and systems for large organisations, focusing on state-of-the-art software development, business intelligence and infrastructure services.
We are composed of 17 entities across 9 countries that are unified by the Arηs Group, with more than 2500 consultants. This corporate structure enables us to respond quickly to market changes and customer requests, and to communicate and make decisions without layers of bureaucracy.
Our success can be attributed to the synergy among our nine complementary entities, combined with our methodologies, which are based on the Rational Unified Process (RUP) and the Scrum agile software development framework.
Job Description
ARHS Developments is looking for a Helpdesk Agent to provide fast and useful technical assistance on computer systems.
A support agent must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
Role & Responsibilities
2. Recording, tracking and monitoring of business workflow application incidents, problems and impediments up to their resolution
3. Support analysis of application incidents
4. User guidance and support regarding the use of information systems / ICT tools, by phone and e-mail
5. Mastering of information sites and maintenance of the unit's knowledge base
6. Follow-up of service quality in the context of incidents
7. Management and follow-up of user requests
8. Guidance regarding the use of information systems
9. Management of incidents related to information systems; organisation of the reporting
10. Conception and organisation of user documentation for information systems
11. Participation in user, service and project meetings
Qualifications
Your profile
12. Ability to participate in multi-lingual meetings, ease of communication
13. Very good command of the English language
14. Excellent communication / writing skills
15. Ability to apply high quality standards to all tasks
16. Ability to cope with fast changing technologies used in application developments
17. Capability of integration in an international/multi-cultural environment, rapid self-starting capability and experience in working in a team
Technical skills
18. Proven knowledge in end user assistance or support of information systems, especially in the context of business workflow applications
19. Good understanding of business processes and requirements in the private and/or public sector (e.g. financial, procurement, etc.)
20. Knowledge of end user/client support in e-Business/e-Commerce is an asset
21. Knowledge of wiki, collaborative sites and social networks and IS knowledge base maintenance
22. Good reporting methods
23. Good IT skills
24. Mastery of MS Office tools
25. Very good knowledge in ITIL procedures or equivalent and the related support tools is mandatory
Additional Information
Don’t hesitate! Join our team
What you’ll get:
An informal hierarchy and work environment:
Our open, flat structure supports a strong focus on communication and collaboration, enabling to respond quickly to market changes and customer requests.
An attractive salary package:
With an attractive salary and benefits package – including advantageous fringe benefits – you’ll be paid for what you love to do.
A strong corporate culture:
You’ll join a dynamic team of smart and ambitious people. From the way we hire to the way we relate to our clients – our values form the foundation of the way we work.
Learning & development opportunities:
We constantly invest in our people and are committed to providing individual development opportunities to help you continue to grow and stay happy and satisfied at work.
Exciting projects:
You’ll take ownership of various projects for both public and private clients: calling for creativity and innovation, at the cutting-edge of technology.
A rock-solid company:
With more than 200 customers, and 15% turnover growth in FY2022, you’ll join a business with a sustainable and growth-oriented plan.
But let’s talk about it face to face!
You have the qualities listed above? Please, send us your CV, which will be processed in full confidentiality.
You don’t have all the above requirements but own a great part of them? You can send us your CV too because we will give you the opportunity to grow with us.