Service Desk Agent - 24/7

The right choice for your career

Stefanini IT Solutions was founded in Brazil by Marco Stefanini in 1987.

Today, Stefanini is a global services provider, delivering offshore, onshore and nearshore outsourcing, IT consulting, systems integration, application and strategic staffing services to mid-size and large companies around the world.

We work with over 500 companies across financial services, manufacturing, telecommunications, chemical services, technology, public sector and utilities. That includes 300 multinational companies. In fact, right now we have over 25,000 professionals around the world making business more agile, flexible, responsive and innovative: our core values.

In this position, as a Service desk agent, your role will be to provide 1 st line support for internal/external users at client's systems operations within their Network Operations Division (where mission critical systems are supported).

It's an opportunity to broaden your knowledge and apply your IT skills in a multicultural environment. The role primarily involves providing software and application support, but it's not limited to this, as it will also require handling various troubleshooting requests.

The Technician will manage customer calls and emails, troubleshoot, document, and resolve IT-related issues within their scope, using solutions from the knowledge base. They must work efficiently and promptly, ensuring that attendance, quality, and customer service metrics are met.

Working hours: shifts rotation to cover 24/7 (Monday to Sunday)

Key Responsibilities

Provide 1st Level End-user support for client users including

• Support for specific client software and applications (installation, error messages, tweaking)
• Analyzing support requests sent by the customer by calls, mail, in person and web submit
• Answer incoming calls and log all customer questions and issues accurately and efficiently into ticketing system
• Examining all problems, evaluating complexity, impact and priority
• Giving required support, efficiently and effectively and in accordance with priority, impact and SLA's
• Escalating problems according to procedures; to the client support groups or to the 2nd level
• Ensuring follow-up of all issues: documenting and fill in ticketing system appropriately
• Assist with defining and documenting knowledge base articles
• Assist with special project work as needed
• Windows troubleshooting (error messages, improving performance, tweaking system, changing appearance and settings)
• Networking (basic user-level support, checking of settings, tweaking PC settings for the network, checking internet connectivity)
  
  

Job Requirements

• Flexibility and able to adapt to different work environment
• IT knowledge and previous experience to be able to resolve IT issues on the go
• Fast learner
• Previous successful customer service experience is considered an advantage
• Strong analytical, technical, problem solving and organizational skills
• Strong written and oral communication skills
• Team player, self-motivated, organized, detail oriented and able to handle changing priorities
• Able to communicate problems/issues to customers in a non-technical manner
• Flexibility. Working hours: shifts rotation to cover 24/7 (Monday to Sunday)
• Proficiency in English.
  
  

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

What We Offer

• Competitive salary and benefits package, including Meal Vouchers, Ecocheques
• Company car and fuel card
• Due to shifts and nature of the role (24*7 environment with on call and night shifts), you get premium payment for certain hours (night shift, weekends) and even if On Call is not activated, we consider it and paid it as a full working day
• Hospitalization and group insurance
• Extra vacation days
• Opportunities to learn and develop: training programs
• Personalized career path within the organization
• Exposure to an international environment as part of a multicultural team spread across Europe
  
  

Important note

Please be advised that a valid work permit for Belgium is required for non-EU citizens. Unfortunately, applications without a valid work permit and sufficient language skills may not be considered.