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ICT Service Desk Analyst French, German and English speaker

Title: ICT Service Desk Analyst French, German and English speaker
Salaris: attractive
Plaats: Brussels, Belgium
Talen: Engels, Frans, Duits
Gepost: 8th Feb 2012

Description:
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

ICT Service Desk Agent: Dutch, French, English speaker

Title: ICT Service Desk Agent: Dutch, French, English speaker
Salaris: attractive
Plaats: Brussels, Belgium
Talen: Engels, Nederlands, Frans
Gepost: 8th Feb 2012

Description:
ICT Service Desk Analyst

REQUIRED LANGUAGES:
Dutch/French/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

ICT Service Desk Analyst - French, Spanish and English speaker

Title: ICT Service Desk Analyst - French, Spanish and English speaker
Salaris: attractive
Plaats: Brussels, Belgium
Talen: Engels, Frans, Spaans
Gepost: 8th Feb 2012

Description:
ICT Service Desk Analyst - French, Spanish and English speaker
Brussels

REQUIRED LANGUAGES: French, Spanish and 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