IT helpdesk Agent - First line support Reference number: 2398

  • Online since: 24-08-2022
  • Sector: Energy
  • Start: 29-08-2022 | End: 30-12-2022
  • Category: IT

Job description

From the Helpdesk, provide first line support to end users either by phone or any other communication means. Manage the ticket and allocate the tasks to the Service Queue.

What you'll do

  • Log every Incident or Service request with correct detailed information in the ITSM tool (RemedyForce) when it is reported directly to you by phone or by e-mail
  • Perform the triage activity based on our knowledge base in order to reach effectiveness in the allocation process to the IT Service Queue
  • Meet or exceed key performance indicators set by Service Levels for addressing response to Incidents or Service requests
  • Forward incidents / tasks to the appropriate support team if you cannot resolve the issue within pre-defined time intervals or following the work instruction provided
  • Escalate potential issues or request for escalation to the Service Desk Escalation Manager
  • Verify closure communication of Incident and Service Request as appropriate and after verification with the user / requester
  • Assist as a Help Desk member in the improvements and maintenance of the service desk application, to keep up to date with knowledge about the use of defined tools, templates and standards.
  • Organize work efficiently and effectively under the guidance from your manager
  • Undertake training and development where necessary to maintain awareness of new and emerging technologies
  • Maintain up to date knowledge of IT services available


  • Customer oriented attitude and results focus

  • Flexible
  • Stress resistant
  • Communication skills
  • Being empathic
  • Excellent relationship skills, polite
  • Ability to deal with IT professional / VIP
  • Provide routine oral and written information clearly and concisely
  • Insight in Business organization and IT processes
  • College degree, specialized training, or equivalent work experience
  • Dutch Native speaking, French Fluent, English Fluent
  • Ability to work independently
  • Typically requires 18 months of relevant work experience – Help Desk

Required skills

  • ITILv4 Foundation certified
  • Use of a IT Service Management tool is an asset
  • File Management – MS SharePoint - OneDrive
  • Active Directory / User management (IT Security basic awareness)
  • Understanding of Web/Internet/Intranet/ VPN/Citrix technologies
  • MS Office 365 suite and Windows 7/10 OS
Apply now
Mucella Pala Recruiter
02 629 77 74
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