Helpdesk Agent L1

Location: Vlaams-Brabant

Start Date: ASAP

Duration: 3 months, with the possibility of extension

Responsibilities:

• Serve as the first point of contact for IT incidents and service requests via phone, email, and ticketing tool.
• Log, categorize, and prioritize tickets accurately in the ITSM system.
• Resolve L1 issues such as password resets, account management, hardware/software troubleshooting, and connectivity.
• Escalate unresolved incidents to L2/L3 with clear documentation and follow-up.
• Ensure SLA compliance and keep end users informed of ticket status.
• Contribute to the knowledge base by documenting recurring issues and solutions.

Technical Skills:

• Proficiency in Windows 10/11 and MS Office 365.
• Experience with ITSM ticketing tools (e.g., ServiceNow, Jira, Remedy).
• Knowledge of Active Directory and user account management.
• Basic networking and VPN troubleshooting skills.
• ITIL foundation knowledge.

Soft Skills:

• Customer-oriented approach.
• Ability to handle stress effectively.
• Clear communication skills.
• Team player mentality.

Language Requirements:

Proficiency in Dutch, French, and English.