Company : Brussels Airlines Location : Machelen Flanders From : Talent BE
At BrusselsAirlines the Service Desk Operates in shifts; an early shift starting at 7:
00, a regular shift at 8:
30 and a late shift at 9:
30.
In addition to this there is a standby shift between 18:
00 and 7:
00 dealing with high priority incidents only.You will be reporting to the Service Desk Manager.Main tasks and responsibilities Incidents Resolve technical issues and queries in a timely and efficient manner, ensuring that customer service levels are metLog all support calls in the company's ticketing system, ensuring that all details are recorded accuratelyEscalate calls to third line support when necessary, ensuring that customers are kept updated on progressProactively review pending incidents and try to unblock where possible – either through chasing users/suppliers or by escalating the incident Requests Translate new customer requests into actionable items for subcontractorsCommunicate back to the customers Change Management Review the Change Advisory Board meeting minutes to assess potential impact towards Service DeskCommunicate towards end user community on changes impacting them Asset Management Keep track of all hardware going out and coming inEnsure end users sign relevant policies where needed (compliance) Documentation Keep existing documentation up to date based on newly discovered issues (Knowledge base)Keep the contact details and escalation matrix for the various parties up to date Your profile Bachelor Degree in IT or equivalent through experienceHands-on technical background in IT.
Ideally in similar functionExcellent customer service and communication skills (English, French and Dutch)Strong problem-solving skills and the ability to troubleshoot technical issuesExperience with ticketing systems and call logging softwareWorking knowledge of ITIL best practices is desirableExperience with outsourced environmentsAirline Experience is a plusYou are security “aware”.
What we offer A flexible reward plan that allows you to optimize part of your salaryA flexible work environment focused on activity-based working and home office possibilityTravel benefitsBike allowance and/or public transport subscriptionProfit sharingGroup insuranceCompany medical plan (optional)Meal & eco vouchersA spot in a very enthusiastic team & a great company to work for. BrusselsAirlines MachelenFlanders
