Service Desk Officer

  • Location: Evere
  • Type: Perm
  • Job #14026

Organisation context and main job purpose :

To strengthen our local IT Infrastructure team at Evere, we are looking for a motivated IT Service Desk Officer (m/w).

The Job holder will be part of a small service desk team responsible for providing technical support for end-users and maintenance of the equipment available to them. On-site, the team manages all incidents, problems and service requests but also maintains and troubleshoots the local infrastructure equipment and systems.

Key responsibilities and accountabilities :

  • Deliver locally all IT Infrastructure services (Administration and optimization of Windows clients, servers, Local network, VoIP telephony, smartphones and peripherals / Active Directory / Security …).
  • Rollouts of new hardware and software standards,… with SCCM.
  • Handling IMACs for the first and second level of support of the entire IT infrastructure area.
  • Support the end users for all infrastructure and applications incidents, problems and changes.
  • Document and tracking of all tasks in a ticketing system.
  • Analyse customer complaints and recurrent incidents and propose solutions or areas for improvement.
  • Analyse customer change requests and implement standard solutions.
  • Deliver global standards and ensure adoption
  • Contribute to actions to optimize the service desk processes.
  • Contribute to the implementation of new IT solutions/services/changes.
  • Manage local administrative tasks and documentation
  • Maintain close relationships with internal customers.
  • Participate in various IT Infrastructure projects.

Key skills and knowledge required : 

  • High degree in computer and science or equivalent through experience.
  • Minimum 2 years of experience in a IT Service Desk support function.
  • Excellent working knowledge of Microsoft operating systems and Office applications.
  • Excellent working knowledge/experience with workstations, laptops, printers, VoIP phones, smartphones…
  • Familiarity with Windows Server 2012/2016, VMWare ESXi 6, SCCM, Active Directory, Storage and Backups.
  • Familiarity with ITIL processes.
  • General knowledge in networks to include basic TCP/IP understanding, DNS and DHCP.
  • Experience with MITEL telephony system or other VoIP system is a plus.
  • Fluent in French and English. Dutch is a plus.
  • Natural aptitude for trouble shooting & problem solving.
  • Ability to work independently and as part of a team.
  • Excellent ability to prioritize tasks and projects to optimize operations.
  • Excellent communication skills.
  • Customer-oriented and cool-tempered.
  • Desire to learn and readily embraces change.

 

Customer Service Support Back Cable

  • Location: EVERE
  • Type: Contracting
  • Job #12546

Log in op de volgende stap van je carrière!

Als Customer Service Representative Back Office Technical Cable:

Je staat klanten bij; eerstelijnscontactcentra en technici met betrekking tot technische vragen om onze klanten beter te kunnen bedienen.
Je analyseert, lost op, verstuurt en volgt alle trouble tickets en mails op, in samenwerking met 3e niveau teams (intern of extern).
Je detecteert incidenten met betrekking tot transversale producten, diensten, toepassingen met mogelijke impact op klanten en je past de juiste prioriteits- & communicatieprocessen toe.
Bovendien informeer je klanten voortdurend over de status van hun probleem in functie van de prioriteit van het technische probleem (interne en externe klanten).

 

Het profiel dat wij zoeken:

1-2 jaar ervaring in een klantenservice-omgeving.
Kennis van de activiteiten van het contactcenter.
Een sterke interesse in nieuwe technologieën (Telco producten, diensten, technische zaken, netwerk, data & internet) en snel leren zijn troeven.
Sterke luister- en communicatievaardigheden.

De persoonlijkheid die wij zoeken:

Je toont je betrokkenheid door een Ambassadeur te zijn van ons bedrijf.
Je communiceert vloeiend in het Nederlands, Frans en Engels
"Probleemoplossing" en "Overtuigingskracht! "Zijn je dagelijkse moto!
 

Ontdek ons aanbod!

Een dynamische werkomgeving waar u zich ten volle kunt ontplooien door samen te werken met hooggekwalificeerde collega's en door voortdurende bijscholing. Bovendien kunt u zich verheugen op een goed salarispakket.

Geïnspireerd? Dan horen we graag van je!

Als er een match in de maak is, nodigen we je uit voor een eerste gesprek.

Solliciteer nu

Customer Service Support Back Office Mobile

  • Location: EVERE
  • Type: Contracting
  • Job #11551

Contribute to the best customer experience !

Do you share our passion for all things digital? This way, we can log into all of tomorrow’s challenges. Maybe your talent could speed up our transformation even more.

Sounds good?

Then you might be glad to know that we are looking for an enthusiastic CSR Back Office Technical Mobile B2C. Maybe are you the skilled profile we are currently looking for!

Log into the next step of your career!

As CSR Back Office Technical Mobile B2C:

  • You assist all first line contact centers and coaches regarding technical questions, service providers to serve our customers in a better way.
  • You analyze, solve, dispatch and follow-up on all trouble tickets and mails, in collaboration with 2nd and 3rd level teams (internal or external)
  • You detect incidents related to transversal products, services, applications and prepaid billing with possible impact on customers and you apply appropriate priority & notification process.
  • Furthermore, you inform customers continuously on the status of their problem according to their segmentation (internal and external customers).
  • You collect relevant information in order to prepare efficient communication towards our customers, management, dealers, partners and operational teams (proactively alarms, planned interventions and retro-actively for example incidents) and you translate technical information into customer language
  • Last but not least, you support the launch of new products and services (Friendly User Test) and think pro-actively about the required support. Duty role

 

You have:

  • 1-2 years’ experience in a customer services environment.
  • Knowledge of contact center activities.
  • A strong interest in new technologies (Telco products, services, technical matters, GSM, data & Internet) and fast learning are assets.
  • Strong listening and communication skills.

Your personality:

  • You show your engagement by being an Orange Ambassador
  • You communicate fluently in Dutch, French and English
  • “Problem solving” and “Persuasiveness! “Are your daily moto!

Discover our offer!

A dynamic working environment where you can develop your full potential by working with highly skilled colleagues and through continuous training. 

Inspired? Then we would like to hear from you!

If there’s a match in the making, we’ll invite you for a first interview.

Helpdesk/Customer Support Internet of Things

  • Location: EVERE
  • Type: Contracting
  • Job #11546

Helpdesk/Customer Support Internet of Things

 

Missie:

U bent verantwoordelijk voor de gebruikers van onze klant vanaf de ondertekening van het contract, tot de controle van de kwaliteit, de bevoorrading en het einde van de levenscyclus van de klant. 

Onze klant is een bekend bedrijf in hun sector, gevestigd in Brussel.

 

Taken:

Je reageert op inkomende oproepen, maakt uitgaande oproepen en behandelt mails van klanten.

Je bent de end-to-end link met de klanten om hun problemen of vragen op te lossen

Je geeft input en maakt me rapporten op

Je communiceert informatie over klanten naar alle betrokken afdelingen 

Uw profiel:

Je hebt klantenervaring en bent diplomatiek, rustig & communicatief
Je hebt gesproken en geschreven vaardigheden van het Nederlands, Frans en Engels
Je geeft blijk van uitstekende luister- en communicatievaardigheden
Je hebt kennis van Excel en je wilt graag bij leren
Als teamplayer toon je integriteit en ben je niet bang om initiatief te nemen…
Je hebt een algemene, elementaire IT-kennis & interesse om hierin verder te leren via opleidingen

 

Aanbod:

Wij bieden een vast contract met een aantrekkelijk salarispakket en extra legale voordelen

Wij bieden een uitgebreid trainingsplan & opleiding aan om uw vaardigheden te blijven ontwikkelen.

 

Als je geïnteresseerd bent, aarzel dan niet en solliciteer online. Wij nemen zo snel mogelijk contact met je op!

 

Business Analyst / Data Architect

  • Location: EVERE
  • Type: Perm
  • Job #2321

Business Analyst / Data Architect

Domain: Data Management & Reporting

 

Reporting To:                       Head of Customer Solutions & Project

 

Primary Objectives:              Oversee the development and use of data systems. Research and put in place efficient ways to organise, store, analyse and report data in response to requestor with attention to security and confidentiality.

The goal is to ensure that information flows timely and securely to and from  the company as well as within.

Responsibilities:

  • Understand the requirements (both functional and non-functional) from customer and develop Business Requirements Specifications.
  • Understanding and drafting business requirements for creation of interactive Customer dashboards and reports with 360 degrees of data. Creating data stories with one of the BI tool.
  • configure/build the application/process solution in line with the design document & also assist the team in requirement clarifications to complete configuration and customization
  • Formulate techniques for quality data collection with N&O / Sales (Customers) to ensure adequacy, accuracy and legitimacy of data
  • Devise and implement efficient and secure procedures for data handling and analysis with attention to all technical aspects
  • Support others in the daily use of data systems and ensure adherence to legal and company standards
  • Assist with reports and data extraction when needed. Understand and ensure privacy law and standards
  • Prepare scheduled reports for distribution to the Business requestor and Develop ad-hoc reports as necessary/required by Business requestor
  • Present data and/or related data management procedures or techniques at conferences and meetings where needed
  • Monitor and analyze information and data systems and evaluate their performance to discover ways of enhancing them (new technologies, upgrades etc.)
  • Survey and benchmark Data Management processes and tools
  • Troubleshoot data-related problems and authorize maintenance or modification

 

Skill requirements and personal attributes:

 

  • Ability to fully grasp the complexity of data management.
  • Strong understanding of databases and data/business analysis procedures.
  • Possess excellent troubleshooting skills: an analytical mindset with problem-solving skills.
  • Excellent understanding of data administration and management functions (collection, analysis, distribution etc.)
  • Familiarity with modern database and information system technologies
  • Proficient in MS Office (Excel, Access, Word etc.)
  • Excellent communication and collaboration skills
  • BSc/BA in computer science or relevant field
  • Communicate effectively
  • The role requests a results-oriented mind, with a can-do attitude.
  • Professional working knowledge of English

 

Internal and external contacts:

 

  • The IT Application Domain & Project Leader is subject matter expert for Data Management and as such may be requested to participate / attend meetings with Service providers and customers.

 

Other Authority

  • Manage Purchase Orders for IT (limit of 10k€) cost and validate all related invoices
  • Create requirements, manage supplier selection process, propose supplier selection
  • Manage people placed under your responsibility: holiday, assignment of tasks, back-up, definition objectives and evaluation

Technologies expected :

 

  • Expertise Power BI or any one of the Analytical Tools
  • UML Diagrams, BPM Diagrams, Use Case Creations
  • Data Management and Data Analytics