L1 - Helpdesk
Summary
Provides 24/7 first-level IT support by monitoring customer infrastructures, logging and resolving incidents via phone, email, or ticketing systems, and escalating issues per SLAs.
You are part of the Managed Services Operations 1st Level Team and you are our main customer interface. The response time and accuracy of our support highly depend on your work. Your mission is to actively monitoring the IT infrastructures of the Realdolmen Managed Services customers and to provide timely and professional support through diverse channels of communication. Service Desk support is also expected for certain customers. The 1st Level Team operates on a 24 by 7 basis.
Responsibilities:
Active monitoring of our customers’ IT infrastructures (servers, network devices, applications);
Reaction on all alerts as defined within the process binders;
Analysis of support requests sent by our customers by phone, email or web submit into our Incident management application;
Timely logging of every support request in the ticketing systems;
Accurate ticket documentation of the support request and troubleshooting steps taken;
Tickets follow-up and escalation in accordance with priority, impact and SLAs;
Regular feedback to the affected clients on the status of the support request in accordance with priority;
Ownership and responsibility for all tickets assigned on the queue;
Execution of proactive health checks according to already defined checklists;
Punctual follow-up and accurate recording of the performed checks;
Works in close collaboration with the colleagues to ensure that service delivery to the customer is of the highest standard;
Works in accordance with Managed Services Operations quality standards, procedures, processes and work instructions;
Attendance in trainings and team meetings.
Advanced English skills;
Professionalism is required in all forms of communication with the clients (phone calls, e-mails);
Initiative and positive involvement in day to day tasks;
IT skills and strong interest and willingness in self-development;
Strong team spirit and involvement;
Punctuality and flexibility - schedule adherence is one of the objectives of the activity and it will be taken into account during the performance evaluation;
Ability to listen, learn and improve.
Valid for shift work:
7:00 a.m. to 4:00 p.m.
4:00 p.m. to 11:00 p.m.
11:00 p.m. to 7:00 a.m.
Work 4 days and have 2 days off—rotating days off