Dutch & French Speaker – Service Desk Support Analyst

QuintilesIMS Ver Empresa

Não especificado

Main tasks:

  • Is in charge of technical assistance services and provides a first line support service
  • Register the calls in the Help Desk Management tool according to the agreed procedures
  • Provide remote technical assistance to the customers in order to solve the problems related to the product use or a malfunctioning order
  • Answer customers’ calls, collect inquiries, analyze users’ requirements and provide telephone/email/network based support to the customers
  • Report the customers’ problems to the relevant department, identifies and communicate the solution to the customer
  • Involve the company’s technical assistance resources for a customer service visit when a remote solution is not possible
  • Follow up the incidents until their resolution or their closing
  • Alert the Help Desk Supervisor or Help Desk Manager in case of issue
  • Update and complete the helpdesk knowledge database
  • Keep himself updated on the company products
  • Act as a reference for his colleagues
  • Share the information with the other team members and the management
  • Contribute to the integration of new colleagues (training, monitoring) (reserved for the Senior Help Desk Operator)
  • Contribute to the improvement of the tools and procedures (reserved for the Senior Help Desk Operator)
  • As required, assist or provide training for clients

Education & experience:

  • College certificate or equivalent experience (1/2 years of studies)
  • If possible, previous experience in a IT call center


Mandatory skills

  • Dutch and French – Fluent Speaker
  • Windows Operating System
  • Microsoft Office

Mandatory competence

  • Listening skills
  • Excellent verbal communication skills
  • Questioning skills
  • Good typing abilities
  • Telephone customer service skills
  • Problem solving skills
  • Ability to think logically
  • Ability to work under pressure
  • Ability to be a team player
  • A good temperament
  • Ability to learn quickly
  • Empathy
  • Thorough
  • Methodical

Spoken languages:

Dutch & French, English

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