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