L1 - Helpdesk

Job description

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 Inetum is a European leader in digital services. Inetum’s team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum’s solutions aim at contributing to its clients’ performance and innovation as well as the common good. Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility. Driven by its ambition for growth and scale, Inetum generated sales of 2.5 billion euros in 2023.