Helpdesk Agent 1st - 2nd line (Diegem)

Je functie: Helpdesk agent profile requirements:
Basically the agents must be mobile, and able to provide 1st and 2nd line support.
Je profiel: IT skills
- Ability to identify, prioritize and investigate issues by his own (hardware/software - local/user related/site affected/general service down - etc.).
- Ability to search and follow procedures or guidelines.
- Ability to accept and follow guidelines coming from managers and system engineers team (level 3).
- Basic knowledge of Microsoft servers (DHCP, DNS, Active Directory, Exchange Admin Center - mostly user & group creation/administration).
- Advanced support of Microsoft operating systems and applications (Windows, Office, Terminal Services, and Remote Desktop).
- Basic hardware support (desktop, laptop, and printer).
- Basic knowledge of anti-virus, firewalls, backup applications.
- Basic knowledge of Networks (TCP/IP, LAN/WAN, VPN, TELNET, ROUTER/SWITCH/ACCES POINT).
- Agent can document a new helpdesk process, applying company templates.

Other skills
- Proactive.
- Team Player.
- Independent - self-learning.
- Phone skills (pickup, presentation, patience, empathy, ability to resume and explain issues and actions to users).
- Stress resistant.
- Can perform administrative tasks.
- Flexibility in working hours

o Early/late shifts.
o Watch during evenings and weekends (less than 3x/year)
o Very important issues must be resolved, even if it means lunching later or doing extra hours.
- Able to provide high quality of service to VIP users.
- Can travel to sites in Belgium and Luxembourg.

Languages
- French: able to assist users on the phone, read and write documentation, and communications.
- Dutch: able to assist users on the phone, read and write documentation, and communications.
- English: able to read/write documentation and communications. Agent may exceptionally receive calls in English.