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Fanny Alen

Service Desk Operator (6 months contract)

IT Solutions for European Institutions | Belgium


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Your Tasks:

  • Receiving calls and emails, first line customers liaison: service desk agent, incident and request agent
  • Recording incidents and requests in the service Management tool. Logging all relevant incident/service request details allocating categorization and prioritization codes.
  • Making an initial assessment and diagnose incidents and service requests, and attempting to resolve them.
  • Escalating incident or service requests that can not be resolve/fullfil to other support agent in the same support group or to different support group
  • Recorde and update information in the database
  • Monitoring process of incident resolution relative to the appropriate SLA
  • Keeping customers informed on incident status and progress
  • Managing the incident life-cycle, including closure and verification
  • Closing incidents and confirmation with the customer


Your Profile

  • You have an interest in IT
  • You have a first similar experience in call center, helpdesk, curstomer support
  • You speak fluently French and English
  • You have good communication skills
  • You are stress resistant
  • You are eager to learn


We offer you a 6 months fixed-term contract in a prestigious European Institution



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