Hello
The aim is to maximise first call resolution for our customers by providing effective, timely solutions and adequatel
Main purposes
● 2 nd level Service desk agent is responsible for solving the technical problem in a timely manner and/or for providing a suitable workaround of the problem.
● He/she is the owner of the problem and of the solution:
○ Links the fault to the cause and takes concrete actions and appointments.
○ Determines the problem solving actions to be taken and takes care of its execution him/herself or escalates to the 3rf level specialists
○ Works together with colleagues within client and with external parties/service providers to arrive at a quick solution.
○ Provides timely, understandable and informative feedback to the 1 st level agents and in some cases to the customer direct.
Skills required from the profile skills
- Studies & experience:
● Minimum high school diploma; preferably additional courses/courses in the field of information
technology.
● 3 years of experience as a 1 st level service desk agent or equivalent by experience
● Analytically strong & solution-oriented
● Demonstrable affinity or experience with ICT
● Knowledge of and/or interest in client's business
● Technical affinity, but knows how to make the translation for the customer with your
communication skills
● Stress resistant and can flexibly anticipate peak times
● Dutch or French mother tongue
● Good spoken and written knowledge of the second national language is required
● Basic knowledge of English is required
● Based in Belgium as job is minimum half office based
2 Helpdesk Agents L1 & L2 - Freelancer - Belgium • Brussels, Brussels, Belgium
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