Service Desk agent (SNS02059)
Job Description
We are looking for a customer-oriented and technically skilled Service Desk Agent to provide first-level IT support to internal users.
- As a key part of the IT support team, you will be the first point of contact for employees experiencing hardware, software, network, or system issues.
Key Responsibilities
- Provide first-line technical support via phone, email, or ticketing system to resolve IT-related issues.
- Diagnose and resolve basic hardware, software, network, and user access problems.
- Escalate complex or unresolved incidents to appropriate second-level support or specialist teams.
- Log all support requests, incidents, and service requests accurately in the IT Service Management (ITSM) system.
- Follow standard operating procedures and scripts for incident resolution and escalation.
Skills
- Windows OS
- Microsoft Office 365
- Active Directory
- ITIL-based service management processes
- ticketing systems
- ServiceNow
- Jira
- BMC Remedy
- Remote support tools
- macOS
- VPN
- Network basics
- Collaboration tools
Languages
- Dutch
- French
- English
Hiring Team Member
