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Service Desk Agent
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Role
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Servicedesk Engineer
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Technology
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Infrastructure Solutions
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Profile
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As an experienced Service Desk Agent you will join a challenging Skilled Service Desk, the central function in Service Operations, as the single point of contact (SPOC) for IT Service Requests. The Service Desk represents the IT department in every company. This means you will be a key player in direct contact with the end-user, with a major influence on the IT – Business relations.
Therefore Ordina is searching for people with both knowledge (technical / process) and skills (social and communicative).
In this Skilled Service Desk environment you will handle various challenges:
- Handling Service Requests in a structured way (Incident Management / Request Fulfillment), following a “best practice” process approach (ITIL®)
- Achieving Customer Satisfaction through a Service-oriented attitude
- Maintaining service levels, as agreed in Service Level Agreements (SLAs), in cooperation with various support teams
- Direct resolution of Service Request at the first contact with customers, supported by a Knowledge Base
- Service Improvement identification, as a means to increase team performance and service quality
- Active contribution to Service Desk Team meetings where you deliver valuable input based on your operational experience, in cooperation with various Compentence centers, with focus on continual improvement
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Function Requirements
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- Bachelor’s degree or equal due to relevant experience as Service Desk agent
- At least 2 years of relevant experience in a support function
- Good general technical infrastructure knowledge (operating systems, active directory, applications, network,...)
- IT Service Management and business/IT relation awareness
- Experience with working in a structured process environment, following a “best practice” approach (ITIL®). Certification is a plus
- Experience with Service Management tools (TOPdesk, Remedy, HP Openview, ...)
- You are an ambitious, dynamic team player constantly looking for new challenges
- Fluent in Dutch and English (spoken and written); good knowledge of French is a plus
- Able to work independently and to take initiative
- Professional attitude, able to adapt to various corporate environments
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What Ordina offers
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- Challenging projects within a versatile circle of customers
- An open no-nonsense company culture with room for personal initiative
- A high tech environment with focus on knowledge and innovation
- A great number of workshops, trainings and events in cooperation with Ordina Academy
- Real possibilities to grow within the company and to clearly define your career on the basis of an Human Talent Management program
- Regular team events and social company events
- An attractive salary in accordance to the market situation with a wide remuneration package such as a company car…
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