SmartRecruiting is looking on behalf of its client for a Service Desk Agent fluent in English.
We currently have a vacancy for a Service desk agent fluent in English, to offer his/her services as an expert remotely. In the context of the first assignment, the successful candidate will be integrated with the Development team of the company that will closely cooperate with a major client’s IT team.
Responsibilities:
- User guidance and support regarding the use of information systems / ICT tools;
- Categorize and prioritize incoming tickets and users’ requests, escalate where needed as well as follow-up of related incidents, of any user’s requests and bug reports;
- Coordination of support teams, IS Service management and coordination with the project teams;
- Follow-up of service quality in the context of incident, problem and impediment management together with management and follow-up of user requests;
- Conception and organisation of user documentation for information systems and/or Service support procedures;
- Analysis, recording, tracking and monitoring of business workflow application incidents, problems and impediments up to their resolution.
Requirements:
- University degree in IT combined with relevant IT professional experience of minimum 2 years;
- Experience in working with SAP;
- Proven knowledge in end user assistance and support of information systems;
- Very good knowledge of SQL, Eclipse, business workflow applications analysis tools, Logfile tools (eg Kibana);
- Good knowledge of ITIL;
- Knowledge of wiki, collaborative sites and social networks;
- Knowledge of the office automation tools (MS-Office, Microsoft Teams);
- Experience with Oracle is a plus;
- ITIL foundation certification would be considered a strong asset.