1st Line Support Analyst

Ref No. EMP457714
Salary €250 - €300/day
Location Brussels, Belgium
Start date ASAP
Job type Contract ()
Job Status Applicants Required

Introduction

Our client based in Brussels, Belgium is requiring a 1st Line Support Analyst who must speak & write English and French.

Important

1st Line IT Support

The Job

Our client based in Brussels, Belgium is requiring a 1st Line Support Analyst who must speak & write English and French.

Duties and responsibilities Support

  • 1st level support to end-users
  • Answer to questions related to technical functionalities of the applications
  • Provide initial assessment and analyse incidents
  • Encode incidents, ensure the follow up and/or resolution following the applicable escalation procedures
  • Inform the end-users of resolved bugs and problems
  • Liaise between the end users and the project manager and developers.
  • Inform the end-users about planned or unplanned system downtimes and maintenance
  • Participate in the weekly project meetings to provide and receive feedback on activities and issues related to the project
  • Documentation
  • Prepare support documentation (user-manuals and guides, hands on, slides, leaflets, newsletters)
  • Contribute to preparation, maintenance and improvement of internal and external standard operating procedures in close collaboration with the Project Manager
  • Establish and maintain a support documentation repository (library)
  • Maintain information published on internal and public websites (Intranet, help pages, repositories, etc.)
  • Prepare and send electronic mailings to end-users
  • User management
  • Validate and process access requests according to the established access management procedures
  • Maintain the list of users ensuring that the changes are logged
  • Assist authorised people in access rights reviews
  • Provide training and coaching to authorised people on the applicable access procedures, rules, constraints and request forms
  • Maintain access request forms
  • Testing
  • Perform and document functional testing of new releases and resolved bugs
  • Write and maintain test cases and scenarios based on requirements specifications
  • Ensure follow up of bug resolution
  • Prepare the test conditions (environment, user profiles…)
  • Report on test activities
  • Training
  • Organise and plan end-user training sessions
  • Prepare training documentation (slides, hands on, quizzes, games, etc.)
  • Coordinate logistics of the training sessions (prepare and send invitations, reserve rooms, equipment, access to premises, booking, refreshments, etc.)
  • Coordinate the setting up of the training environment and conditions (database, users' access, connections, etc.)

Profile Experience

  • Experience in IT Support / Customer Service / Administrative work
  • Experience in training and/or software testing is an asset

Technical skills

  • MS Office tools, especially MS Word
  • IT service management tools
  • Knowledge of web technologies fundamentals (browsers, applets, sessions, cookies)
  • Knowledge of ITIL methodologies
  • Knowledge of Image and Video editing tools is an asset

Language skills

  • Excellent oral and written skills in English and French are essential
  • Knowledge of other EU languages is an asset

Organisational skills

  • Able to multi-task, prioritise and meet deadlines
  • Able to provide and request clear, unambiguous and comprehensible information
  • Able to work as part of a team, as well as autonomously

Other (personal) skills

  • Able to work in a multicultural environment
  • Proactive and initiative taking
  • Client-focused and service-oriented (respectful, professional and committed)
  • Solution oriented
  • Attention to detail
  • Communicate effectively with audiences having different levels of IT knowledge

Contract for 6 months initially paying between €250-300 per day freelance depending on experience.

Networkers acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers and is part of Gattaca Plc.

Gattaca Plc provides support services to Networkers and may assist with processing your application.

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