The Contraste Europe Group builds strong relations with its clients. It offers a range of IT services such as: Advisory, Solutions, Applications and Infrastructure. The Group’s sector focus is with finance, utilities, public institutions and non-commercial organisations. We are operating on three countries located in Belgium, Luxemburg and France. For one of our major clients in the financial sector, we are looking for a Helpdesk Agent.

Your role: 

The Help Desk is supporting the internal users when they are facing incidents with their working environment. The Help Desk is a part of End User Services Team that focus on End User environment maintenance and improvement.

As a Helpdesk Agent, you will provide technical support to the organization's internal users for IT hardware and software. Issues can vary from simple questions to more complicated incidents.

Your main responsibilities:

  • Answer user calls
  • Register user questions in the ticketing system.
  • Analyse and understand user’s questions to determine the request/incident nature and deal with it appropriately.
  • Provide adequate information, advice or instructions to users within time guidelines.
  • Offer creative solutions within the boundaries of the policy to address the users’ issues
  • Cooperates internally to answer client questions, solve issues and document new finding in Knowledge Base.
  • Escalate calls within the given time guidelines.
  • Actively participate to meet the team KPIs with regards to handled call and client satisfaction.
  • Document all actions precisely to create an accurate action log, ensure timely resolution of incidents and maintain the team’s knowledge base.

Your profile: 

Technical skills:

  • You are a Help Desker with preferably a previous experience, quick learner and end user focused requiring minor supervision after a short timeframe of training.
  • You are fluent in English and preferably communicate in the 2 national languages.

Soft skills:

  • Complexity & problem solving: Handle standard situations by relying on existing procedures and methods
  • Decision making: Rely on existing processes and policies
  • Strategic approach and impact: Focus on the team’s operational activities, according to defined processes and methods. Run and maintain the operational processes.
  • Autonomy and leadership: Sequence of activities and priorities are planned by the job. Make an objective analysis of requests, identify issues and validate requirements.

We offer: 

  • A challenging position in a fast growing company with an international presence.
  • A stimulating working environment with a really good team spirit maintained by lots of internal events (teambuilding, ...).
  • A dynamic culture focused on personal development.
  • A wide range of training and career development opportunities.

Interested ?

Please apply now !

Apply online

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