Helpdesk operator

Job Description

Project description

The Helpdesk operator is part of the Service Desk team within the Corporate Services Sector. S/he works will be expected to work on a broad range of tasks in all areas of Digital Services and Corporate Services. The Helpdesk operator will act as the first point of contact for all user requests and support issues and will report to the responsible Head of Sector. Once a request is received (by phone, email or via the service management tool) the Helpdesk Operator aims at directly resolving the issue by providing first level support or assigns more complex issues to the relevant service owner, team or provider for treatment, as defined within the internal service matrix.

Job requirements

Tasks of the service provider

• Act as a first point of contact for all user IT and non-IT related requests and technical support issues;
• Provide technical assistance to determine nature of problems;
• Logistical support with mail management, office supplies and other corporate services related tasks and purchases;
• Help with the management of office workspace;
• Process reports from the incident management tool.
  
  

Knowledge and skills

• Professional experience in an IT or Facilities support team;
• Experience in providing support to users;
• Ability to support Facilities services by performing the tasks described above;
• Ability to identify user’s needs;
• Ability to work independently as well as part of a team in a multicultural environment;
• Flexibility and capacity to act upon problems;
• Strong client orientation and communication skills.