Tasks
- Act as a single point of contact for phone calls, chat, emails and self-service portal from users regarding IT issues and queries
- Record incident resolutions in the ITSM tool based on user communication via phone, email, chat etc.
- Ensure that issues are resolved within ticket life cycle
- Coordination between users and resolver groups (if necessary) Incident handling and escalation management
- Work independently and within a team
- Communicate well with internal and external contacts
- Manage multiple assignments simultaneously without any / minimal guidance or help from seniors or peers team members
- Adhere to the company's and client’s procedures, policies and guidelines
- All KPI related tasks must be followed & adhered to avoid business impact
- To ensure that breaks are pre-approved by SME, Team Leader or Manager
- Strong problem resolution skills
- Escalate unresolved calls to the resolution support team
- 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
- Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI Work from office all days
Requirements
- Fluent Dutch knowledge (B2-C1+)
- Strong communication level of English (B2+)
- IT Awareness
- Relevant experience is an advantage
- Excellent in verbal & written communication
- Problem solving abilities, strong logical analytics
Offer
- Competitive salary package
- A stable company with long-term job opportunities