Profile Overview
Department: IT
Reports To: First Line and Workplace Service Delivery Manager
Work Location: Liège and Seraing (1 day of remote work per week on average)
Key Responsibilities
- Log all incidents and service requests accurately in the ITSM tool (RemedyForce) upon receipt via phone or email.
- Perform triage activities using our knowledge base to effectively allocate issues to the IT Service Queue.
- Meet or exceed key performance indicators for incident response and service requests.
- Forward unresolved incidents/tasks to the appropriate support team within designated timeframes.
- Escalate issues to the Service Desk Escalation Manager as necessary.
- Verify closure communication of incidents and service requests with users/requesters.
- Contribute to the continuous improvement and maintenance of the service desk application, staying updated on tools, templates, and standards.
- Organize and manage work efficiently under your manager's guidance.
- Engage in training and development to stay informed about new and emerging technologies.
- Maintain current knowledge of available IT services.
- Prepare and deliver end-user hardware (e.g., laptops, SIM cards, headphones) to users and assist with installations at flex desks (e.g., screens, desktops, printers).
- Manage assets and stock of IT end-user hardware.
- Provide software support for Bring Your Own Device (BYOD) including laptops and mobile phones.
Technical Skills
- ITIL v4 Foundation certification.
- Proficiency with MS Office 365 suite and Windows 7/10 operating systems.
- Basic knowledge of software installation and troubleshooting for end-user hardware.
- Familiarity with Web/Internet/Intranet, VPN, and Citrix technologies.
- Experience with Active Directory and user management (basic IT security awareness).
- File management skills using MS SharePoint and OneDrive.
- Experience with IT Service Management tools is a plus.
Business Skills
- Customer-oriented with a results-driven mindset.
- Understanding of business organization and IT processes.
- Ability to communicate routine information clearly in both oral and written forms.
- Comfortable engaging with IT professionals and VIPs.
- Strong relationship-building skills; polite and empathetic.
- Excellent communication abilities, stress-resistant, and flexible.
Experience
- College degree is optional; specialized training or equivalent work experience is acceptable.
- Native fluency in French or Dutch, with fluency in English (knowledge of a third language is a plus).
- Ability to work independently.
