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Service Desk Agent

STEFANINI NV in HAREN (BRUSSEL-STAD)
time Online sinds 5 juni 2024 - Vaste jobs
In this position, as a Service desk agent, your role will be to provide 1st line IT support for client leader in the aviation sector.You will work closely with a multicultural team in solving various IT requests on hardware and software related issues.
The Technician will handle customer calls and emails, troubleshoot, document and resolve IT related issues on scope based on solutions found in the knowledge base.The Technician must work in a timely and efficient manner while ensuring attendance, quality and customer service metrics are met.

This role requires the availability to cover Mon – Fri 7am to 7pm shifts - company car is provided.

Key Responsibilities:
Provide 1st Level End-user support for client users including:
  • Microsoft Office issues (error messages, formatting, improving performance, various settings)
  • Windows troubleshooting (error messages, improving performance, tweaking system, changing appearance and settings)
  • Specific corporate software (installation, error messages, tweaking)
  • Networking (basic user-level support, checking of settings, tweaking PC settings for the network, checking internet connectivity)
  • Analyzing support requests sent by the customer by calls, mail, in person and web submit
  • Answer incoming calls and log all customer questions and issues accurately and efficiently into ticketing system
  • Examining all problems, evaluating complexity, impact and priority.
  • Giving required support, efficiently and effectively and in accordance with priority, impact and SLA's.
  • Escalating problems according to procedures; to the client support groups or to the 2nd level
  • Ensuring follow-up of all issues: documenting and fill in ticketing system appropriately
  • Assist with defining and documenting knowledge base articles
  • Assist with special project work as needed

Service Desk Agent

STEFANINI NV in HAREN (BRUSSEL-STAD)
time Online sinds 5 juni 2024 - Vaste jobs
In this position, as a Service desk agent, your role will be to provide 1st line IT support for client leader in the aviation sector.You will work closely with a multicultural team in solving various IT requests on hardware and software related issues.
The Technician will handle customer calls and emails, troubleshoot, document and resolve IT related issues on scope based on solutions found in the knowledge base.The Technician must work in a timely and efficient manner while ensuring attendance, quality and customer service metrics are met.

This role requires the availability to cover Mon – Fri 7am to 7pm shifts - company car is provided.

Key Responsibilities:
Provide 1st Level End-user support for client users including:
  • Microsoft Office issues (error messages, formatting, improving performance, various settings)
  • Windows troubleshooting (error messages, improving performance, tweaking system, changing appearance and settings)
  • Specific corporate software (installation, error messages, tweaking)
  • Networking (basic user-level support, checking of settings, tweaking PC settings for the network, checking internet connectivity)
  • Analyzing support requests sent by the customer by calls, mail, in person and web submit
  • Answer incoming calls and log all customer questions and issues accurately and efficiently into ticketing system
  • Examining all problems, evaluating complexity, impact and priority.
  • Giving required support, efficiently and effectively and in accordance with priority, impact and SLA's.
  • Escalating problems according to procedures; to the client support groups or to the 2nd level
  • Ensuring follow-up of all issues: documenting and fill in ticketing system appropriately
  • Assist with defining and documenting knowledge base articles
  • Assist with special project work as needed

Project's Business Change Manager

COMMUNITY CONSULTING in
time Online sinds 16 mei 2024 - Zelfstandige activiteit
Context


For its Transformation portfolio (composed of several transformation projects/programs contributing to the realization of our strategy) and particularly for projects with IT components and related to market scenario management and asset management within a strategic program linked to SMART Meters, the consultant will need to:

  • Evaluate the needs and impacts of various ongoing projects and initiatives in terms of change management, with possible adjustments to be considered based on the needs;
  • Define an appropriate change plan in close collaboration with the team lead and program/project managers;
  • Identify the activities and resources needed to successfully carry out change activities;
  • Monitor change activities using appropriate tools;
  • Actively manage and implement a stakeholder plan;
  • Define and implement communication actions;
  • Define and implement potential training actions;
  • Define communication plans, ensure their implementation and monitoring, through clear and appealing communication materials (in collaboration with the communication department);
  • Create clear, insightful, and engaging frequently asked questions;
  • Maintain and improve communication channels like Share Point, Teams;
  • Organize events;
  • Define and support project documentation actions for end users.

 

Environnment

The DBS department provides a solid, agile, and secure IT environment and tools that contribute to the achievement of the client's mission and strategic objectives.

Within the DBS department, the Corporate PMO team provides a framework (processes and tools) to operationalize the client's strategy by supporting projects/programs and the Executive Committee in managing the Transformation portfolio in terms of project/program management and change management.It also ensures quality review related to Project/Program/Portfolio Management and Change Management activities.

The mission does not take place in a specific technical context apart from the usual communication and change management tools.

 

Regulatory Operational Management Agent (contract of limited duration)

ERGO INSURANCE in BRUSSEL
time Online sinds 4 juni 2024 - Vaste jobs

Function within ROM Team:

  • Ensure that the tasks performed by the “Customer Services” comply with the regulations in force for both AML and CRS-FATCA, GDPR and other anti-fraud measures as well as internal procedures and policies;
  • Perform periodic reviews (KYC) of clients based on their risk profiles;
  • Actively participate in the duty of constant vigilance through the analysis of alerts detected by the systems or by the operational departments, draw up detailed and documented reports to be forwarded on the second line;
  • Analyze and prepare reports for atypical transactions and, if necessary, forward the results of second-line analyses;
  • Analyze PEP profiles, potentially sanctioned clients, etc.
  • Respond to requests from local authorities (police, financial prosecutor);
  • Actively participate in any project related to regulatory issues;
  • Support the development of procedures and make the necessary adjustments to comply with new laws and regulations;
  • Take part in the detection of CRS/FATCA indices, the monitoring of the procedure until the preparation of annual regulatory declarations;
  • Update and maintain professional knowledge and technical skills in the AML field, CRS & FATCA, GDPR and any other anti-fraud measures in order to maximize their own professional knowledge and apply it optimally within the organization.

The members of the ROM department are part of a team.Each member assists in its function the ROM Manager in reviewing relevant open topic with compliance and other operating departments, of processes and controls, and ensures timely, effective, correct and full regulatory implementation.

Application Owner Hastus

YPTO in
time Online sinds 16 mei 2024 - Vaste jobs

As Application Owner you will work within the SPS department, which stands for Sales, Passengers and Security Management.

You will be assigned to the Business Area Rail Information Mobile, which is responsible for delivering and maintaining applications used by operating personnel (Train Managers, Securail agents, Stations personnel).

It covers a wide range of applications: mobile and non-mobile applications, build in-house or externally, running in production or in delivery.These applications will enable the operating personnel to execute all their daily tasks.

As Application Owner Hastus, you’ll be taking care of an external application named Hastus, which is running in production since November 2022.

Responsibilities

In your role as Application Owner Hastus you will have a strong focus on the RUN activities, next to that you:

  • Will act as the primary contact point towards the Business Product Manager/Product Owner.
  • Have the end-2-end accountability for the technical side of the applications/components assigned
  • Collaborate with a wide range of people to identify and define Business needs, understand the Solution Context and develop the Vision, Roadmap and Features required to meet these needs.
  • Are in support of managing the full lifecycle of the assigned applications/components from the ideation phase until they are in production as well as to take them out of production when replaced by new technology or obsoletew
    • You manage the financial topics
    • This covers support activities, new features, enhancements
    • Application, infrastructure and network performance
    • Quality control on both functional & technical aspects
       
  • Act as an escalation point for incidents, problems and service request within the application portfolio:
    • Take up ITIL roles where relevant.Problem mgt P3/P4
    • Supportive role during major incidents
    • Perform monitoring activities in a reactive way
    • Detect & define monitoring improvements leading to new KPIs
    • Create and ensure knowledge management of his application portfolio including processes and relevant data flows.
    • Ensure industrialization (setup + outsource) of the newly defined monitoring KPIs
    • Ensure correct dimensioning of the network & infrastructure components to cover the required current & future needs
  • Have full cost ownership of the assigned application portfolio (OPEX RUN) – CAPEX is managed by the Project Manager (PM)
  • Create & comment monthly reporting reflecting application, infrastructure, network & cost.