IT Service Desk Agent

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Salary band:
Location: Brussel
Job type: Permanent
Aircraft type:
Contact:
Sector: IT & Communications
Job Role:

IT Service Desk Agent

Mission:

The Service Desk Agent is responsible for handling first line calls and following up on second line calls concerning IT related matters.

At Brussels Airlines the IT Service Desk Operates in shifts; an early shift starting at 7:00, a regular shift at 8:30 and a late shift at 9:30. In addition to this there is a standby shift between 18:00 and 7:00 dealing with high priority incidents only.

Tasks:

Key Result Area 1: Incidents

* Scope the incident: establish the impact for operations, user, department or company. Attempt to describe/reproduce the problem;

* Document the incident so that it can be understood by second line and third parties;

* Attempt to resolve the incident based on documented cases, within the scope of first line and where resolution is possible with a reasonable timeframe (e.g. 15 minutes);

* Where resolution is not possible in first line assign the incident to the appropriate party;

* Proactively review pending incidents and try to unblock where possible – either through chasing users/suppliers or by escalating the incident;

* Escalate issues when suppliers breach the SLA;

* Communicate back to the user on status;

* In case of high priority events ensure frequent communication amongst all stakeholders for the incident;

* Report frequent issues (problems) so the issues can be addressed at the source by the responsible parties.

Key Result Area 2: Service Requests

* Translate the user requests into actionable items for subcontractors (Service Requests);

* Communicate back to the user on status;

* Report frequent issues (problems) so the issues can be addressed at the source by the responsible parties.

Key Result Area 3: Change Management

* Review the Change Advisory Board meeting minutes to prepare for potential impact reported through Service Desk;

* Update the change calendar to include maintenance notifications from suppliers;

* Communicate towards end user community on changes impacting them.

Key Result Area 4: Asset Management

* Keep track of all hardware going out and coming in;

* Ensure end users sign relevant policies where needed (compliance).

Key Result Area 5: Documentation

* Keep existing documentation up to date based on newly discovered issues (Knowledge base);

* Keep the contact details and escalation matrix for the various parties up to date;

* Review new policies and procedures and implement them in your work;

* Review documentation delivered by project teams in context of service introduction and raise potential problems from a support perspective.

Profile:

* Bachelor Degree in IT or equivalent through experience;

* You have a hands-on technical background in IT. Ideally in similar function;

* You have worked in heavily outsourced environments;

* Airline Experience is a valuable asset

* You are familiar with:

* Windows Operating Systems;

* Applications (MS Office suite, Browsers, Skype, SAP, VPN…);

* Microsoft stack of services (Active Directory, Exchange, Intune, ADFS, Skype, SharePoint…);

* Networking;

* VDI/Virtualization;

* Mobile.

* You have practical knowledge of ITIL;

* You have experience with outsourced environments and working with third parties.

* You have good analytical skills and you are eager to learn;

* You have strong communication skills (both spoken and written);

* You can communicate in English, French and Dutch;

* You follow existing procedures and proactively contribute to improving these;

* You are a pro-active, flexible team player with high customer awareness skills;

* You are able to perform under pressure;

* You value good documentation and proactively contribute towards reaching this goal;

* You are security “aware”.
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