Job Opportunity: First Line Support Agent

For a client in Luik, we are looking for a First Line Support Agent.

Project Duration:

As soon as possible until 31/12/2025, with the possibility of extension.

Work Location:

Luik - fulltime onsite

Language Skills:

Proficiency in French and English.

Main Responsibilities:

• Receiving and Recording Requests: Respond to user requests via the ticketing tool or by phone. Accurately document each request in the ticket management system.
• Analyzing and Understanding Requests: Understand the user's request and ask for clarification if necessary.
• Categorization and Prioritization: Ensure proper categorization of requests and apply the appropriate impact level.
• Transfer and Collaboration: Transfer requests to the appropriate teams and collaborate with level 2 support agents.
• Follow-up and User Information: Keep users informed of the progress of their requests.
• Contribution to the Knowledge Base: Keep information up to date and propose improvements.

Required Profile:

• Training in IT or equivalent experience.
• Experience in a similar role, ideally within a multinational organization.
• Proficiency in ticket management tools and Windows 10/11 environments.
• Good command of Microsoft Office 365 tools and Microsoft cloud services.
• Knowledge of common IT peripherals and network technology principles.
• Familiarity with ITIL methodologies.
• Excellent written and verbal communication skills.
• Customer-oriented and committed to providing quality service.
• Ability to work effectively in a team and manage priorities.

Desired Additional Skills:

• Knowledge of Dutch.
• Proficiency in Atlassian tools (Jira, Confluence).

We are looking for a candidate with a pragmatic, solution-oriented attitude and a willingness to contribute to the continuous improvement of the service.