IT Call Center Operator M/W/X (m/v)

☞ TWENTY8

Ver: 180

Día de actualización: 16-11-2025

Ubicación: Elsene Brussels Capital

Categoría: IT - Software IT - Hardware / Redes Tecnologías de la información Gerencia ejecutiva Mecánica / Técnica Mantenimiento

Industria:

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Contenido de trabajo

Context
- Supporting the officials of the European Commission (in French and English - by phone, mail or via other interactive platforms - for example : chat tools - etc (1st-line customer liaison) on the usage of their workplace environment ( MS Windows + O365 ).

Main tasks
- Respond to requests for assistance received from end users (by phone & email mainly)
- Diagnose and resolve technical hardware & software issues
- Make an initial assessment of incidents, attempting to resolve them (Remote user assistance) within Service Level Agreement (SLA) guidelines.
- Record and track all the interactions in the ticketing system (Service Management Tool, SMT)
- Monitor progress of incident resolution relative to the appropriate SLA.
- Managing the incident life-cycle, including closure and verification follow up with end users to ensure complete resolution of issues
- Participate in reconfiguration and installation of PC environment.
- Follows standard service desk procedures & processes.
- Follow up with customers and users to ensure complete resolution of issues
- Advise staff on appropriate action & maintain the ownership of the incident & ensures updates.
- Serves as liaison between staff and the technology department to resolve issues & redirect issues to the appropriate resources.
- Review and keep documentation up to date (SharePoint, Knowledge base, etc.).


Profil

Required qualifications
- EU citizenship
- Good spoken and written knowledge of English and French (min. B2) .
- Excellent knowledge of all round IT ( Office, Windows ...).
- Good knowledge of Microsoft Office applications (Office 2019/Microsoft 365 suite).
- Good expertise on informatics environment (Microsoft OS; internet browsing, Linux an MAC OSX).
- Good expertise on telework/Web conference (Pulse secure, VPN, Web conference (Skype, Teams, Zoom, WebEx, etc.).
- Experience with ticketing systems (HP Service Center or other Ticketing systems) is a plus
- Excellent customer service skills.
- Excellent written and oral communications skills.
- Good analytical and problem solving skills.
- Solutions oriented mind.
- Team player with strong communication skills.
- Able to quickly assimilate procedures.
- Able to work well under pressure.
- Comfortable in international and multicultural working environment.
- Punctual, meticulous and reliable.

Desired qualifications
- Knowledge of/or experience in ITIL environment is a plus.
- Knowledge of other EU languages is a plus.

Working conditions
- Work shifts of 8 hours covering the time range between 07h00 and 20h00 from Monday to Friday with some flexibility required when overtime is exceptionally needed.

Connaissances linguistiques

Frans : Middelmatige
Engels : Goed
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Plazo: 31-12-2025

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