We are seeking for a medior Service Desk Operator (SDO) for a key client based in Belgium .
Main tasks:
* Receiving calls and emails, first-line customer liaison: service desk agent, incident and request agent
* Recording incidents and requests in the Service Management Tool.
* Making an initial assessment and diagnose of incidents and service requests, and attempting to resolve them.
* Escalating incidents or services requests that can not resolve/fulfil to other support agents in the same support group or to different support groups
* Record and update information in knowledge database
* Monitoring progress of incident resolution relative to the appropriate SLA
* Keeping customers informed on incident status and progress
* Managing the incident life-cycle, including closure and verification
* Closing incidents and confirmation with the customer
Minimum experience
* 1+ year of relevant professional experience
Requirements
* Good IT knowledge
* Experience using ticketing tools
* User oriented
* Very good skills in all of the MS office applications
Technical certification
* ITIL V4 Foundation Certified
Languages:
* Fluency in both English / French both written and oral
Location:
* Brussels, Belgium (On-site)