SERVICE DESK AGENT L1 FR/UK

at  BlackRidge Group

YOUR KNOWLEDGE/EXPERIENCE:

• French and English knowledge are mandatory (speaking & writing);

• Excellent communication skills / Excellent organizational skills;

• Team player;
• FirstIT Service Desk and/or Call Center experience is considered as an asset;
• Basic User & Security Group Active Directory administration;
• Knowledge in Operating systems for Servers and workstation (Windows, Linux);
• Experience with using and troubleshooting Exchange within a network environment (permissions, calendar sharing, delegation);
• On-site support occasionally for end user support;
• Laptop and mobile basic setup;
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service.

If you are interested, please contact us at talent.acquisition@blackridgegroup.com or by phone at +352 20 61 04.
ISERVICE DESK AGENT L1 FR/UK Your Mission: The IT Service Desk Analyst will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. Your responsibilities: As a Service Desk team member you will be: Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries; Receiving, logging and managing calls from internal staff via telephone and email; Maintaining an Asset Database and track changes; 1st and 2nd line support - troubleshooting of IT related problems from software to hardware, such as Mobile device, Desktop and Printers, Infrastructure Management (Server, Network, Virtualization, …); Control set-up & working of end user devices such as PCs, printers, mobile terminals, scanners, phones, …[MB1] Troubleshoot basic network issues such as Lease Line broadband issues; Escalate unresolved calls to the infrastructure support team or 3rd party; Log all calls in the Service Desk Call Logging systems; Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner; To maintain a high degree of customer service for all support queries and adhere to all service management principles; Provide basic in-house training in your domain expertise; Provide stats for the weekly Service Desk report on call trends. Your Profile: An ITIL qualification is preferable but not essential; A knowledge in the following domain would be considered as an asset (level 1): Windows & Linux Environment ( Active Directory, SCCM, …); Citrix Xen App (reset profile, kill session, …); VMware basic understanding; MS Office (Marco, VB); Veeam or other backup tools; Network understanding (VLAN, DNS, …). Your knowledge/experience: French and English knowledge are mandatory (speaking & writing); Excellent communication skills / Excellent organizational skills; Team player; FirstIT Service Desk and/or Call Center experience is considered as an asset; Basic User & Security Group Active Directory administration; Knowledge in Operating systems for Servers and workstation (Windows, Linux); Experience with using and troubleshooting Exchange within a network environment (permissions, calendar sharing, delegation); On-site support occasionally for end user support; Laptop and mobile basic setup; You will be a self-motivated achiever who gains satisfaction from providing excellent customer service. If you are interested, please contact us at talent.acquisition@blackridgegroup.com or by phone at +352 20 61 04

As a Service Desk team member you will be:

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries;
• Receiving, logging and managing calls from internal staff via telephone and email;
• Maintaining an Asset Database and track changes;
• 1st and 2nd line support - troubleshooting of IT related problems from software to hardware, such as Mobile device, Desktop and Printers, Infrastructure Management (Server, Network, Virtualization, …);
• Control set-up & working of end user devices such as PCs, printers, mobile terminals, scanners, phones, …[MB1]
• Troubleshoot basic network issues such as Lease Line broadband issues;
• Escalate unresolved calls to the infrastructure support team or 3rd party;
• Log all calls in the Service Desk Call Logging systems;
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner;
• To maintain a high degree of customer service for all support queries and adhere to all service management principles;
• Provide basic in-house training in your domain expertise;
• Provide stats for the weekly Service Desk report on call trends.