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helpdesk 1ste lijn (snel starten tot eind januari 2017 in vilvoorde) in Vilvoorde

Vilvoorde, Vlaams-Brabant
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job description

- Via een ticketsysteem kunnen mensen hier IT problemen loggen: het oppikken van de tickets en deze problemen binnen een bepaald tijdschema oplossen - Het installeren van nieuwe hardware en software bij nieuwe medewerkers - Ad hoc support bij ons op de site: dit is een actieve functie, onze helpdeskmedewerkers lopen zeer veel rond You and your colleagues are the single point of contact for all ICT requirements. He/She actively monitors and owns incidents and user requests aiming to resolve incidents quickly and effectively and making sure that all requests are adequately followed up and resolved (both within the agreed service level agreement). He/She maximizes service availability by timely and accurately executing operational tasks/processes and procedures and provides business systems support according to documented policies and procedures. - For incidents: research possible solutions available (knowledgebase, call database, manuals, user guides and procedures), determine most applicable, apply it and track solution outcome (user feedback); - Delivery, installation and configuration of end-user equipment (PC's, printers, mobiles, phones, network access) according to the governing policies, procedures and best practices; - Perform all required asset management functions (add, move, delete, inventory) for ICT fixed assets ensuring up to date and correct information is available to management and flag 'inconsistencies'; - Ensures data availability by monitoring (data) backup jobs, timely correcting issues and proper tape rotation. Upon request perform data restoration as per the documented procedures; - Perform user administration tasks (add, change, remove) on the basis of approved requests and documented procedures;


- Maintain service availability by timely and accurately responding to (automated) monitoring events and ensuring proper scheduling and rescheduling of 'jobs'; - Perform routine (documented) service/maintenance tasks on various ICT systems on the basis of approved requests and documented procedures; - Work on specific projects/subprojects under the technical guidance of system engineers and according the guidelines, timeframe and objectives set by the project manager. Requirements: - Degree: Bachelor IT or IT course or equivalent through experience - Knowledge: General understanding/knowledge of computer systems and network infrastructure, good knowledge of workplace equipment/tools (PC's, operating systems, productivity software) - Practical skills: Troubleshooting, problem solving, critical thinking, judgment and decision making, coordination, information ordering & deductive reasoning - Attitude: Open-minded, constructive, initiative, service orientation, active learning (eager to) - Languages: Very good knowledge of Dutch and English - Experience: 3 years in a similar role
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