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Helpdesk-assistant
bij VF Europe bvba in Bornem
About VF
VF Europe represents the leading brands Lee, Wrangler (Jeanswear) as well as the brands Eastpak, JanSport, Kipling, The North Face, Vans, Reef, Napapijri (Outdoor) and 7 for all mankind.
In Europe, VF employs more than 7.000 associates. Its head office is located in Bornem and the Belgian team consists of 750 enthusiastic employees who continuously work on the expansion of our company.
As a Helpdesk-Assistant it is your primary responsibility to provide first level support to end users of PC, AS400, Unix computer systems in VF Corporation. The objective is to provide a centralized point of contact and control for the timely resolution of technical questions and requests. The Helpdesk-Assistant ensures user satisfaction through timely and effective phone response to all technical inquiries, complaints and problems. You utilize and maintain Service desk tools, assign and monitor status and resolution for all reported computer or network problems. Problems which are not resolved at Service Desk are escalated to the assignment groups for resolution.
Your Job
•You answer the Services Desk support line and diagnose the caller’s problem by identifying software problems, hardware problems, or network problems in a timely and efficient manner.
•You provide troubleshooting and resolution on those problems that can be solved at the Service Desk using problem determination tools such as Proxy Master.
•You escalate unresolved problems to the appropriate assignment groups and on-call personnel through tickets including specific information on problem definitions and preliminary diagnostics.
•You create incident tickets with the correct severity levels.
•You record phone calls in incident tickets; documenting all necessary data on the caller, including name, phone number, location, and description of the problem.
•You manage tickets where the technician works on.
•You provide updates to callers who call back requesting information on open tickets.
•You create requests for new hardware, peripherals, and software.
•You assist other Service Desk Technicians with problems, including cross training and sharing of knowledge when resolving problems.
•You provide updates to callers who call back requesting information on open tickets.
•You provide training for untrained callers on basic software and hardware how-to’s.
•You place follow-up calls with appropriate support groups when problems need to be addressed on unresolved tickets.
•You place service calls to vendors and track the problem through resolution.
Profile
•Relevant working experience in a helpdesk environment is a plus;
•Experience with basic technical knowledge of PC and MAC workstation hardware and software, printers, network and peripheral equipment like scanners, tape-drives, smartphones, tablets, etc,
•Team-Player, communicative, structured, proactive;
•Strong Service-minded;
•Proficiency in English, French and Dutch, knowledge of other languages is an asset.
Our offer
We offer a challenging position, a very informal atmosphere, training opportunities, growth perspective and a competitive remuneration package.
Your application
If you feel qualified for this position, please send your CV by e-mail to jobseurope@vfc.com, or by letter to Bo Van de Kerckhove, VF Europe, Van Kerckhovenstraat 110, 2880 Bornem.
VF Europe represents the leading brands Lee, Wrangler (Jeanswear) as well as the brands Eastpak, JanSport, Kipling, The North Face, Vans, Reef, Napapijri (Outdoor) and 7 for all mankind.
In Europe, VF employs more than 7.000 associates. Its head office is located in Bornem and the Belgian team consists of 750 enthusiastic employees who continuously work on the expansion of our company.
As a Helpdesk-Assistant it is your primary responsibility to provide first level support to end users of PC, AS400, Unix computer systems in VF Corporation. The objective is to provide a centralized point of contact and control for the timely resolution of technical questions and requests. The Helpdesk-Assistant ensures user satisfaction through timely and effective phone response to all technical inquiries, complaints and problems. You utilize and maintain Service desk tools, assign and monitor status and resolution for all reported computer or network problems. Problems which are not resolved at Service Desk are escalated to the assignment groups for resolution.
Your Job
•You answer the Services Desk support line and diagnose the caller’s problem by identifying software problems, hardware problems, or network problems in a timely and efficient manner.
•You provide troubleshooting and resolution on those problems that can be solved at the Service Desk using problem determination tools such as Proxy Master.
•You escalate unresolved problems to the appropriate assignment groups and on-call personnel through tickets including specific information on problem definitions and preliminary diagnostics.
•You create incident tickets with the correct severity levels.
•You record phone calls in incident tickets; documenting all necessary data on the caller, including name, phone number, location, and description of the problem.
•You manage tickets where the technician works on.
•You provide updates to callers who call back requesting information on open tickets.
•You create requests for new hardware, peripherals, and software.
•You assist other Service Desk Technicians with problems, including cross training and sharing of knowledge when resolving problems.
•You provide updates to callers who call back requesting information on open tickets.
•You provide training for untrained callers on basic software and hardware how-to’s.
•You place follow-up calls with appropriate support groups when problems need to be addressed on unresolved tickets.
•You place service calls to vendors and track the problem through resolution.
Profile
•Relevant working experience in a helpdesk environment is a plus;
•Experience with basic technical knowledge of PC and MAC workstation hardware and software, printers, network and peripheral equipment like scanners, tape-drives, smartphones, tablets, etc,
•Team-Player, communicative, structured, proactive;
•Strong Service-minded;
•Proficiency in English, French and Dutch, knowledge of other languages is an asset.
Our offer
We offer a challenging position, a very informal atmosphere, training opportunities, growth perspective and a competitive remuneration package.
Your application
If you feel qualified for this position, please send your CV by e-mail to jobseurope@vfc.com, or by letter to Bo Van de Kerckhove, VF Europe, Van Kerckhovenstraat 110, 2880 Bornem.
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