Helpdesk Agent (Level 2)

Helpdesk Agent (Level 2)

Do you have an affinity with ICT regarding computer technology in the broad sense of the word?

Do you have the necessary skills and several years of experience to help a wide audience of IT users with their more complex questions regarding Google mail, Google hangouts, teleconferencing, business applications such as SAP, cloud and other software or hardware platforms?

Do you have specific knowledge and experience in one of the knowledge domains listed below, to adequately resolve more complex incidents and / or to provide top specialists with the correct technical information to arrive at a solution?

Can you communicate intelligibly with end customers and technicians?

What are you going to do?

• You are responsible for solving technical malfunctions of the Client’s IT users (HQ and Shops).
• You will have a leading role in determining the cause and determining the steps that lead to the solution.
• In addition to communicating and managing internal or external IT resources, you also have direct contact with the customer. It is important that you can also translate your technical expertise into an understandable explanation and advice to the end-user.

More specifically, you will:

• Ensure that the technical problem is resolved in a timely manner and / or that a suitable workaround of the problem is provided.
• Be the director of the solution: You translate the malfunction into the cause and then into appropriate actions. You determine the sequence of work to be performed and you are responsible for its implementation.
• Collaborate with colleagues (internal and external parties / service providers) to reach a quick solution.
• Guarantee timely, comprehensible and informative feedback to 1st and, where necessary, 3rd line support
• Feedback to the customer is also part of the assignment.
• You are the technical support for 1st line Helpdesk agents who are solving questions or incidents.

What do we offer?

• A challenging position at a leading client
• A company car
• A nice step in your IT career with career opportunities
• A very varied job, with plenty of room for individual interpretation and the opportunity to make a difference for our customers

What do we ask?

• An ICT-related training at technical or higher education level

• At least 2 years of experience as a support agent

• You are analytically strong & solution-oriented

• Proven affinity with customer support

• Knowledge or/and strong interest in Retail business

• Passion for IT technology, combined with the ability to communicate with end-users

• You are stress resistant and can flexibly anticipate peak times

Education:

Minimum higher secondary diploma; preferably with additional training / courses in the field of computer science.

Language skills:

- Dutch or French mother tongue

- Good spoken and written knowledge of the second national language

- Basic knowledge of English is required