Service Desk Agent

Deadline 15 April, 2019 Position Ref: 1182
Skills Required

ITIL Processes MS Office Automation Tools support tools


Service Desk Agent



Total Experience (months or years)



  • Recording, tracking and follow-up of incidents and problems related to information systems
  • User guidance and support regarding the use of information systems / ICT tools, by phone and e-mail
  • Reporting of 1st line support helpdesk activities
  • Follow-up of user requests
  • Follow-up of bug reports
  • Mastering of information sites and maintenance of the unit's knowledge base
  • Depending on the circumstances, the expert may be requested to provide assistance or support in the resolution of production issues
  • Bachelor’s level or 3 years of higher education
  • Minimum 10 years of relevant professional experience
  • Good expertise with specific support tools or techniques, documentation writing or training.
  • Proven knowledge in end user assistance or support of information systems, especially in the context of business workflow applications
  • Good understanding of business processes and how they are implemented in the support IT applications
  • Good knowledge of office automation tools (MSOffice) is mandatory
  • Certification or expertise in ITIL processes or equivalent in the context of incident, problem and change management.
  • Excellent communication / writing skills





1 Years

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