Terug naar zoeken.Kelly Services BE - ICT Service Desk Analyst - german, english speaker
| Arbeidstype: | Permanent |
| Plaats: | Brussels, Belgium, Brussels |
| Salaris: | attractive |
| Talen: | Engels, Duits |
| Vereiste talen: | 2 |
Details van de adverteerder
- Naam:Kelly Services BE
- Gepost:10-02-2012
- Code:ICT agent G/E
ICT Service Desk Analyst - german, english speaker
Brussels
REQUIRED LANGUAGES: German/English (Any other additional language is an asset!)
APPLICATION DEADLINE: Friday 20 January 2012.
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: German/English (Any other additional language is an asset!)
APPLICATION DEADLINE: Friday 20 January 2012.
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.
U kunt niet solliciteren naar deze functie omdat het niet langer actief.
