• Full Time
  • Mons
  • Posted 2 weeks ago

Mission

Under the direction of more senior staff, the incumbent will perform duties such as the following:

  • Provides superior customer service and responsiveness that inspires confidence with the customer;
  • Applies advanced problem solving skills and experiences in problem fault resolution;
  • Utilizes and maintains standard operating procedures, processes and support documentation;
  • Establishes strong working relations with customers and team members;
  • Advices and assists to less experienced analysts;
  • Validates and assures escalation processes are monitored for SLA compliance;
  • Engages other Service Lines, branches, corporate groups and service desks to improve service quality and SLA delivery;
  • Works (possibly) on shift or extended working hours;
  • Deputize for higher grade staff; Performs other duties as may be required.

Requested skills

Soft Skills

  • good listening and communication skills
  • real team player and aware of cross-cultural working
  • Empathize with the client by seeking to understand their challenges and pain points;
  • Having strong analytical and problem-solving skills;
  • Being proactive and taking the initiative;
  • Proficiency in using support software tools;
  • Customer service orientation and/or prior customer service training;
  • Strong experience with automating IT tasks and processes and procedures.

Technical skills:

  • Vocational training at a higher level in a relevant discipline, or equivalent, or Diploma of secondary education;
  • Minimum 3 to 5 years’ experience in Service Desk Operations within the last ten years;
  • Extensive knowledge of and experience in the installation, maintenance and troubleshooting of MS Windows 7, MS Office, Visio, MS Project and Internet Explorer;
  • Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN);
  • Extensive experience in end user support in general;
  • Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload;
  • Extensive experience in performing user administration in MS Active Directory and Exchange;
  • Competency in call centre tracking tools;
  • Experience of Outlook configuration and administration and troubleshooting in an MS exchange environment.

Desirable Experience and Education

  • Prior experience of working in an international environment comprising both military and civilian elements;
  • Knowledge of NATO responsibilities and organization, including ACO and ACT;
  • Knowledge of Windows Server, Windows Operating Systems, MS Office, PC Hardware, Networking Hardware, Networking Protocols, Desktop Troubleshooting, Telephony, Network Security, SCCM software deployment, SCCM remote desktop management;
  • ITIL Service Operations;

Language skills

  • French
  • English

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ABAKUS it-solutions is a company where a bit of madness and serious are not incompatible ! Join-us !

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ABAKUS it-solutions is a company where a bit of madness and serious are not incompatible ! Join-us !

and help us providing the IT comfort our customers deserve!

Apply