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RF175 - Service Desk agent (SDA) III L2
Brussels, Belgium
Performs Digital Workplace support activities.
You need 1 year of professional IT support experience for this role
Nature of the tasks
For the first line:
Technical certifications and trainings (not mandatory)
You need 1 year of professional IT support experience for this role
Nature of the tasks
- Performs Digital Workplace support activities
- Manages all type of user interactions (phone, ticketing portal, chat, messaging …)
- User guidance and support regarding the use services, software and applications
- Follow-up of incidents and user request
For the first line:
- Good Knowledge of Workstation support and Administration (Windows 10 and above);
- Good Knowledge of Office applications (Office 2016 and above);
- Basic knowledge of Server environment (Windows/Linux) and Active Directory services;
- Knowledge of Basic tasks related to
- Account management
- Network setup and protocols
- Backup and restore procedures
- Antivirus management
- Patch and software distribution
- Scanning and Printing understanding;
- Excellent communication and soft skills.
- Analytical mind.
- Ability to work under stress, while keeping a positive attitude;
- Excellent service attitude and commitment to quality;
- Pro-activeness and reactiveness;
- English and French at C1 Level is required.
- Demonstrated commitment to deliver quality.
- Ability to train (train-the-trainer principle).
- Ability to work against tight deadlines and under pressure.
- Ability to work without supervision.
- A positive outlook encouraging others to accept change.
- Good listening skills to customer complaints.
Technical certifications and trainings (not mandatory)
- Windows 10 MCSA
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- IT Helpdesk Professional (or equivalent)
- Google IT Support Professional Certificate
- Microsoft Office Specialist (MOS)
- (Advanced) Windows troubleshooting for IT
- Call Centre Associate Certified (or equivalent)