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IT Servicedesk Manager

ROBERT HALF in ROESELARE
time Online sinds 7 mei 2024 - Vaste jobs

Robert Half is momenteel op zoek naar een IT Servicedesk Manager.

Onze klant is een internationale groep.

De verantwoordelijkheden voor deze functie zijn:

  • Dagelijks beheer van de Service Desk, inclusief toewijzing, prioritering en oplossing van incidenten en serviceverzoeken volgens SLA's en gedocumenteerde processen.Indien nodig spring je bij grote incidenten zelf ook bij.
  • Je woont, als aanspreek punt voor de IT services, maandelijks de servicereviewvergaderingen bij ter verbetering van de IT services.
  • Escalatie van potentieel impactvolle incidenten naar het juiste hoofd van de IT-afdeling om organisatorische impact te verminderen.
  • Analyse van Service Desk-, incident- en serviceverzoek- metrics en KPI's, en het verstrekken van rapporten aan de IT Operations & Service Manager.
  • Gebruik van Service Desk-metrics voor resourcecapaciteitsplanning.
  • Verantwoordelijkheid voor Incident Management en Service Request Management processen, inclusief het beheren van Major Incident-communicatie.
  • Mentor, groei en versterk het Service Desk-team via een formele trainingsplan.
  • Benutting van de mogelijkheden van de Service Management-tool om de resolutietijd van incidenten en serviceverzoeken te verkorten.
  • Voortdurende verbetering van het self-serviceportaal om de gebruikers- en klantenervaring te verbeteren.
  • Kennis van trends in de branche, evoluerende best practice- frameworks zoals ITIL, Agile, SDI, Dev.Ops, en huidige en toekomstige technologie-evoluties relevant voor de Service Desk en ondersteuningsruimte.Het managen van externe partners (opstellen SLA's, bijwonen service en delivery meetings,…)

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