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 agentRecording 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 groupsRecord and update information in knowledge databaseMonitoring progress of incident resolution relative to the appropriate SLAKeeping customers informed on incident status and progressManaging the incident life-cycle, including closure and verificationClosing incidents and confirmation with the customer
Minimum experience1+ year of relevant professional experience
RequirementsGood IT knowledgeExperience using ticketing toolsUser orientedVery good skills in all of the MS office applications
Technical certificationITIL V4 Foundation Certified
Languages:Fluency in both English / French both written and oral
Location:Brussels, Belgium (On-site)