Service Desk Agent (m/v)

As a Service Desk Agent you are responsible for the availability, daily operation and technical support of IT equipment and assist all DKV employees in the use of these tools.

Responsibilities :

Follow up of incidents and service requests :

  • Detect and log all incidents reported to the service desk
  • Resolve the incident or move them to the appropriate expert
  • Process support requests and service requests
  • Contact external parties for assistance where required

Management of the systems :

  • Ensure the proper functioning of the computer systems and resolve any problem or transfer them to the Developer analyst or system engineer.
  • Communicate errors to the Developer analyst or system engineer.
  • Responsible for the day to day closing operations and AS400 data processing.
  • Troubleshoot hardware issues.
  • Create users in systems (AS400 and active directory)
  • Create and manage email addresses
  • Manage backup and restore requests

Support users :

  • Advice users on the use of DKV specific programs
  • Write documentation to support users in the use of computer programs
  • Replace computers
  • Install computer software
  • Create installation procedures

     

Desired skills and expertise :

  • Good knowledge of all-round IT (Office 365, Windows, AS400)
  • Well presented, approachable and friendly
  • Have good communication skills (French, Dutch and English), both over the phone and face-to-face
  • Able to analyze a situation by asking the right question and demonstrate pedagogy, patience and availability facing sometimes stressed customers
  • Be able to work shifts on a rota system