Helpdesk Agent H/F/X

Description de l'entreprise

Talencia is a Belgian recruitment consultancy specialized in providing permanent & freelance IT staffing. Talencia's name reflects our commitment to you - a business partnership designed to make the best match between clients and talents. Our experienced recruitment consultants have an extensive knowledge in the IT field. They will work in close collaboration with you in order to provide you with the highest quality service. We at Talencia understand the needs and expectations of both our clients and talented IT professionals seeking contract work. We consider every assignment as unique and experience has taught us the importance of flexibility, in order to adapt to client's requirements in a rapidly evolving market trends. Through a dedicated and bespoke candidate service, Talencia works with you, to find the company/organization to match your career aspirations and talents

Description de la fonction

We are looking for a L1 IT Support Engineer to join a large-scale environment in Belgium.

You will act as the first point of contact for IT-related issues, ensuring smooth operations and high-quality user support.

Role
Overview As an L1 Support Engineer, you will handle incoming incidents and service requests via phone, email, and ticketing systems. 
You ensure quick resolution or proper escalation while delivering an excellent user experience.

Key Responsibilities

Act as the first point of contact for IT incidents and requests
Log, categorize, and prioritize tickets in the ITSM system
 
Resolve L1 issues:
o Password resets
o User account management
o Hardware/software troubleshooting
o Connectivity issues
 
Escalate complex incidents to L2/L3 teams with proper documentation
Ensure SLA compliance and user communication
Contribute to the knowledge base (documentation of recurring issues) 

Technical Skills
Windows 10/11 & Microsoft 365
Active Directory (user management)
ITSM tools (ServiceNow, Jira, Remedy...)
networking & VPN troubleshooting
ITIL knowledge
Google Workspace/ Google Admin

Profile
- 3+ years of experience in IT support (L1)
- Experience in a large-scale environment is a strong asset
- Customer-oriented with strong communication skills
- Able to work in a fast-paced and structured environment

Languages
Mandatory 
French - Fluent
Dutch - Fluent
English - Fluent 

Compétences linguistiques

• Anglais (atout)

  • Comprendre : Expérimenté - (C1)
  • Écrire : Expérimenté - (C1)
  • Lire : Expérimenté - (C1)
  • Parler : Expérimenté - (C1)

• Français (atout)

  • Comprendre : Expérimenté - (C1)
  • Écrire : Expérimenté - (C1)
  • Lire : Expérimenté - (C1)
  • Parler : Expérimenté - (C1)

• Néérlandais (atout)

  • Comprendre : Expérimenté - (C1)
  • Écrire : Expérimenté - (C1)
  • Lire : Expérimenté - (C1)
  • Parler : Expérimenté - (C1)

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