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1st Line Support

  • Location: Zaventem, Brussels-Capital Region, Belgium
  • Type: Contract
  • Job #19891

1st Line Support – Contract/Freelance – €100 Per Day – Belgium

Based in Brussels, our client is a global leader in consulting and digital transformation, specialising in hi-tech transactional services, unified communications, cloud, big data, and cybersecurity services.

They require a 1st Line Support to join them on a day rate rolling contract basis. This will be an initial 3 month rolling contract for at least 12 months.


Job Reference: BBBH 19891

What will 1st Line Support do?

· Respond to requests for assistance received from end users by phone, mail or via other interactive platforms – for example: chat tools – etc (Fist-line customer liaison).

· Diagnose and resolve technical hardware and software issues.

· Make an initial assessment of incidents, attempting to resolve them (Remote user assistance) within Service Level Agreement 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.).

Minimum Requirements:

· 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.).

· At least 1 year(s) of work experience in a similar job (traineeships counting as experience).

· Experience with ticketing systems (HP Service Center or other Ticketing systems).

Languages needed:

· French and English essential.

· Knowledge of other EU languages (Dutch or Spanish or Italian) is a plus.

Advantages to contracting/freelancing with Allen Recruitment:

· Online Contract

· Online timesheets

· Weekly payment terms

· Online self-ill invoicing

Still interested in this opportunity?
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