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Service Desk Analyst/2nd Line Support Consultant - Brussels, Belgium

Eingestellt von Octopus Computer Associates

Gesuchte Skills: Support, Consultant

Projektbeschreibung

SERVICE DESK ANALYST/2ND LINE SUPPORT CONSULTANT - BRUSSELS, BELGIUM - FRENCH OR DUTCH SPEAKER

(SUPPORT CONSULTANT, SERVICE DESK CONSULTANT, 2ND LINE SUPPORT, SECOND LINE SUPPORT)

One of our Blue Chip Clients is urgently looking for a Service Desk Analyst/2nd Line Support Consultant.

Further details:

Senior Service Desk Analyst/2nd Line Support

General Skill Set:
- Customer minded & Communicative (written, oral and in person)

o Ability to communicate effectively with users
§ Clear, brief and respectful
§ Ability to ask users for more info when quality of ticket is insufficient
§ Be able to explain procedures
o Ability to communicate effectively with peers
§ Team player
§ Improve internal processes with peers
o Ability to communicate effectively with colleagues
§ 3rd line incident assignment
§ Chase tickets (not just send off the ticket over the wall kinda thing)
- Analytical thinker

o Ability to logically think about a problem before acting
o Desire to understand the root cause of incidents
- Pragmatism

o Ability to weigh up the benefits of a workaround versus structural solutions
o Prioritise tasks effectively (urgent tickets versus daily work)
- Self-starter

o Desire to work on getting to know :
§ The Business - The business processes
§ The application landscape - willingness to learn is crucial
o Desire to think about and improve incident and problem management processes with the team
o Show initiative and ownership
- Open mindedness

o Flexibility towards task assignments (eg work on the CMDB)
o Work in a constantly evolving environment, where both IT and business are continuously improving processes
- Documentation is a must! Knowledge needs to be consolidated
- ITIL certification is a bonus

Activities
- Manage a 2nd line ticket queue in a team of three resources
- Analyse tickets thoroughly

o Code problem
o Service problem
o Process problem
o Data problem
o Business problem
o
- Improve data quality in ticket if needed
- Determine resolution path
- Solve if possible
- Verify solution with customer
- Complete ticket with clear and understandable information & assign to 3rd line if needed
- Liaise with 3rd line to ensure proper follow up.
- Document problems, solutions, CMDB, knowledge base
- Conduct and assist with structural problem management

Technical skills
- Excellent knowledge of Uniface
- Excellent knowledge of T-SQL
- Good knowledge of:

o Win OS (Server 2003 & later)
o AIX OS (6.1)
o Linux
o Shell script
o MS Access
o VBA
o Tibco iprocess
o Sharepoint
o Citrix Presentation Server
- Bonus knowledge

o Rightfax
o Coda Financials
o Avaya Telephony concepts
o Call Center Concepts
o Agilepoint workflow
o Readsoft
- Willingness to acquire new skills

Please send CV for full details and immediate interviews. WE ARE A PREFERRED SUPPLIER TO THE CLIENT.

Projektdetails

  • Einsatzort:

    Brussel, Belgien

  • Projektbeginn:

    asap

  • Projektdauer:

    6 - 12 months + Extensions

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Octopus Computer Associates