IT Helpdesk Agent (L1) 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 an experienced IT Helpdesk Agent (L1) to join an IT support team.

Key Responsibilities

• Act as the first point of contact for IT incidents and service requests.
• Manage tickets through the ITSM platform, ensuring accurate categorization and prioritization.
• Resolve Level 1 issues, including password resets, account management, hardware/software troubleshooting and connectivity problems.
• Escalate more complex incidents to L2/L3 teams with proper documentation.
• Ensure SLA compliance and provide regular updates to end users.
• Contribute to the knowledge base by documenting recurring issues and solutions.

Required Skills

? Windows 10/11 & Microsoft Office 365
? ITSM tools (ServiceNow, Jira, Remedy or similar)
? Active Directory & user account management
? Basic networking & VPN troubleshooting
? ITIL Foundation knowledge

Nice to have

• Google Workspace tools
• Experience in large enterprise environment

Soft Skills

• Customer-oriented
• Strong communicator
• Stress-resistant
• Team player

Languages

MANDATORY :  English +  French +  Dutch

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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