Context
It is for the benefit of the IT Operations service within the Digitalization and Organization department that the Client wishes to hire 2 Service Desk employees.
This IT Operations service ensures the production and maintenance of the entire IT structure, both in terms of software and hardware.
The tasks of the 2 Service Desk employees are as follows:
• First-line helpdesk support: Ticket registration (creation, completion, dispatching to other teams,
determining priority) and ticket solution for first-line tasks
• Helping to ensure permanence
• Installing and managing desktop environment for users.
• Installing and managing PC hardware and peripherals.
• IT inventory and stock management
• Configuring and issuing smartphones
• Providing communication with the customer side and reporting to the team and department head.
The proposed candidates must at least meet the following competencies, which are listed in order of importance. This must be evident from the candidates' CV. Candidates who do not meet these minimum requirements will not be included in the selection procedure.
• Candidates must have at least 60 months of full-time professional experience in ICT, or which at least 48 months as a service desk employee.
- Technical competencies:
• Demonstrable experience in using service desk tools (eg Omnitracker) and managing a cmdb.
• Clear and audible communicator by telephone.
• Demonstrable knowledge of Windows Active Directory: User management, Computer management, DHCP, DNS, DFS, File management, Group policies at user and computer level.
• Demonstrable knowledge of and experience with management and installations of Windows desktop environments: Windows 10, Office 2013 or later, Installing PCs, Adding and removing PC hardware, Windows Deployment Services, SCCM.
• Demonstrable experience with management and support of users in a RDSH-Citrix based environment and on virtual machines (VMware) - should have
• Demonstrable experience with management of VPN technology such as DirectAccess or Always On VPN - should have
• Demonstrable experience with management of mobile devices in a professional environment (eg Mobile Iron or Microsoft Intune) - should have
- Personal competencies:
• Willing to work by phone.
• Willing to travel (driving license B).
• Ability to work in an organized manner, taking into account procedures such as ITIL, COBIT, etc.
• Customer-oriented work (towards users).
• Flexible: flexible working hours.
• Willing to work occasionally during the weekend and in the evening.
• Analytical and synthetic thinking skills.
• Communication skills and social fluency.
• Team spirit and independence.
• Degree of motivation for carrying out the assignment.
• Communication skills and social fluency.
• Team spirit and independence.
• Degree of motivation for carrying out the assignment.
