Expanding steadily since its launch in 2003, the ACENSI group is an IT consultancy firm, well known for their technical and functional know-how, who specialize in Telecommunications, Media and Financial Markets, as well as in the Energy industry. ACENSI guides businesses in evolutionary IT projects from the initial strategies through to their realization (Management and Project management, Development, Design and Implementation, Infrastructure). From its original focus on technical engineering and Business Analysis, ACENSI has developed new areas of expertise in Human Resource Management Systems, Business Intelligence, e-learning and Client Relationship Management. Dynamism, enthusiasm and social development are all valued at ACENSI, allowing our clients to benefit from consultants with a true blend of talents.
ACENSI BELGIUM is looking for his client an Service Desk Medior
Job description
On the IT side, we currently have 3 levels of persons/teams working on troubleshooting issues:
o First line: Consists of 2 profiles
o Service Desk (incident handling workstations & phones) & PC Desk (preparing IT material)
o Office Assistance (assist with MS Office package questions, training and documentation)
o Second line: internal persons (generalists) that can solve issues or dispatch them to third line
o Third line: 2 types
o For internally developed applications, internal developers investigate further the issues
o For applications managed by them or infrastructure, an external IT service provider handles the tickets. An ITIL operations way of working is in place.
The candidate will:
o Participate as a member in the first line team on the Service Desk troubleshooting level. Some general tasks more in the corner of PC Desk/Office Assistance are well documented and should also be handled by the candidate.
o Do Service desk day-to-day tasks and ticket handling as a normal member of the team, with good followup of incident tickets.
o Improve the knowledge base and draw up very practical checklists (e.g. mail templates) and troubleshooting steps.
o Based on lessons learned of previous issues.
o Based on information from second and third line specialists.
o Interact with second and third line persons to improve the procedures and documentation.
Specific skills
o Proven professional experience in a Service Desk team (>= 5 years) is mandatory.
o Windows workstation troubleshooting and configuration.
o Mobile phones & Teams phones troubleshooting and configuration is a plus.
o An IT background (and education) is mandatory.
o Other professional experiences in another IT function is a plus.
o Practical knowledge of:
- Microsoft Windows Office tools (Word, Excel, Outlook, SharePoint).
- Atlassian Jira (or similar).
- Atlassian Confluence (or similar).
o Experience in Standard Operational Procedure (SOP) and documentation drafting (in English).
o Certification in ITIL is a plus.
General skills
o Team player.
o Good communicator, there is direct contact with end users (physical, phone and e-mail).
o Eager to learn, proactive.
o Very-well organized and structured.
o Bilingual NL/FR and good level of EN (writing).