Back to search.Kelly Services BE - ICT Service Desk Analyst French, German and English speaker
| Employment Type: | Permanent |
| Location: | Brussels, Belgium, Brussels |
| Salary: | attractive |
| Languages: | English, French, German |
| Required Languages: | 3 |
ICT Service Desk Analyst French, German and English speaker
Brussels
REQUIRED LANGUAGES: French, German and English (Any other additional language is an asset!)
REPORTS TO: EICT Service Desk & Quality Assurance Manager
DEPARTMENT: European ICT Service Desk
MAIN ACCOUNTABILITIES:
• Diagnose and solve ICT-related calls, incidents, problems
• To act as a 1st line of support
• Active tracking & tracing of open calls, incidents & changes.
• Install, register and test on client hardware and software
• To provide statistical information and reports when required.
• Administer changes in ICT equipment
• Knowledge of other areas of ICT
KEY PERFORMANCE INDICATOR’S (KPI’s):
• Agreed service levels
• Accuracy
• Functionality of systems
• Accuracy
• Timeliness
• Completeness
• Correctness of information
• Skills outside of own area of expertise
PURPOSE OF THIS POSITION:
• To provide a single point of contact for all ICT related requests.
• Ensures that requests are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures.
• Provide first level support to Canon Users for systems, products, services.
• Own all calls to resolution.
• To provide statistical information and reports when required.
• Proactively work to achieve a high level of first time fixes.
MAIN CONTACTS:
Canon Configuration Centres and support teams, 3rd party companies contracted to supply equipment/services, ICTS Change & Release Manager, CESC, ICT Service Delivery & Support Manager, Regional Service Support & Delivery Managers, Canon Procurement, Finance and various Business Users.
SPECIALIST ABILITIES / KNOWLEDGE:
• ITIL certified
• Educated to High school level
• Language (fluent): Please see above “Required languages”.
• 1-2 year(s) experience in similar situation (0-1 year for junior role)
• Ability to learn new ideas and concepts and respond flexibly to challenges
• Displays the ability to work in a co-operative, pro-active and flexible way with
customers of all levels of seniority
• Preferable ICT based qualifications (MCP, etc)
• Experience and interest in client hardware & software
MAIN RESPONSIBILITIES:
- Provides an effective interface between Users and service providers, including
logging/documenting Incidents, Problems and Changes. Effectively communicates
call progress and ensures all diagnostic information is provided for error resolution
and incident analysis.
- Assists Users in making more effective use of systems, products and services,
making initial diagnosis of issues and giving clear and concise advice on known
solutions where applicable.
- Provides clear and concise information on Changes, Known errors, Changes in
availability, New Facilities, etc.
- Maintains accurate log entries of requests with call/resolution & follow up details.
Follows agreed procedures and maintains documentation/knowledge base to
establish possible solutions to calls.
- Follows agreed procedures and responds to requests by providing information to
enable Users to solve their issues.
-Promptly allocates unresolved calls as appropriate, by adhering to set escalation
procedures.
- Follows agreed procedures, maintains and reports up to date and accurate inventory
information on the organisation’s ICT assets and User information.
KEY COMPETENCIES:
• Communication
• Personal Effectiveness
• Inter Personal Skills
Application deadline:
Friday 20 January 2012
Brussels
REQUIRED LANGUAGES: French, German and English (Any other additional language is an asset!)
REPORTS TO: EICT Service Desk & Quality Assurance Manager
DEPARTMENT: European ICT Service Desk
MAIN ACCOUNTABILITIES:
• Diagnose and solve ICT-related calls, incidents, problems
• To act as a 1st line of support
• Active tracking & tracing of open calls, incidents & changes.
• Install, register and test on client hardware and software
• To provide statistical information and reports when required.
• Administer changes in ICT equipment
• Knowledge of other areas of ICT
KEY PERFORMANCE INDICATOR’S (KPI’s):
• Agreed service levels
• Accuracy
• Functionality of systems
• Accuracy
• Timeliness
• Completeness
• Correctness of information
• Skills outside of own area of expertise
PURPOSE OF THIS POSITION:
• To provide a single point of contact for all ICT related requests.
• Ensures that requests are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures.
• Provide first level support to Canon Users for systems, products, services.
• Own all calls to resolution.
• To provide statistical information and reports when required.
• Proactively work to achieve a high level of first time fixes.
MAIN CONTACTS:
Canon Configuration Centres and support teams, 3rd party companies contracted to supply equipment/services, ICTS Change & Release Manager, CESC, ICT Service Delivery & Support Manager, Regional Service Support & Delivery Managers, Canon Procurement, Finance and various Business Users.
SPECIALIST ABILITIES / KNOWLEDGE:
• ITIL certified
• Educated to High school level
• Language (fluent): Please see above “Required languages”.
• 1-2 year(s) experience in similar situation (0-1 year for junior role)
• Ability to learn new ideas and concepts and respond flexibly to challenges
• Displays the ability to work in a co-operative, pro-active and flexible way with
customers of all levels of seniority
• Preferable ICT based qualifications (MCP, etc)
• Experience and interest in client hardware & software
MAIN RESPONSIBILITIES:
- Provides an effective interface between Users and service providers, including
logging/documenting Incidents, Problems and Changes. Effectively communicates
call progress and ensures all diagnostic information is provided for error resolution
and incident analysis.
- Assists Users in making more effective use of systems, products and services,
making initial diagnosis of issues and giving clear and concise advice on known
solutions where applicable.
- Provides clear and concise information on Changes, Known errors, Changes in
availability, New Facilities, etc.
- Maintains accurate log entries of requests with call/resolution & follow up details.
Follows agreed procedures and maintains documentation/knowledge base to
establish possible solutions to calls.
- Follows agreed procedures and responds to requests by providing information to
enable Users to solve their issues.
-Promptly allocates unresolved calls as appropriate, by adhering to set escalation
procedures.
- Follows agreed procedures, maintains and reports up to date and accurate inventory
information on the organisation’s ICT assets and User information.
KEY COMPETENCIES:
• Communication
• Personal Effectiveness
• Inter Personal Skills
Application deadline:
Friday 20 January 2012
Due to the nature of this position, the recruiter has requested to restrict applications by location. Only candidates in Belgium may apply.
You cannot apply for this job as it is no longer active.
