Helpdesker/Incident Management Officer/ICT Helpline Coordinator

HELPDESKER/INCIDENT MANAGEMENT OFFICER/ICT HELPLINE COORDINATOR: (Incident Management, Dutch Speaking, helpline, helpdesk)

RESPONSIBILITIES:

- Propose incident classification by priority and monitoring the status of outstanding faults and the progress made in the solution
- Coordinate scripts between ICT and Service Helpline Owners

TASKS:

- Propose incident classification to the Head of ICT Service Desk.
- Consult with the service provider about the handling of specific faults and requests.
- Contribute to measures to implement operational improvements and solutions to recurring incidents or malfunctions.
- Dispatching of difficult failures that the service provider can not resolve to the internal IT departments.
- Contribute to offering solutions to the end user that limit the need for the ICT Helpline calling to a minimum.
- Providing training and help identify the required knowledge of the environment for the employees of the ICT Helpline of the service provider.
- Perform administrative tasks

ESSENTIAL SKILLS:

- Basic PC and MS Office applications Word, Excel, Access, Outlook
- Basic knowledge of helpdesk environments and monitoring systems
- Fluent in Dutch, Passive knowledge of English, French (for documentation processing)
- 3 year ICT environments
- 2 years helpline environments and applications