- Receive, prioritize, and assign tickets generated by users via the ServiceNow ticketing tool.
- Monitor ticket queues and ensure tickets are handled promptly according to defined SLAs.
- Update ticket status, track progress, and ensure proper closure with detailed resolution notes.
- Provide first-level technical support and troubleshooting assistance to end-users.
- Resolve common IT-related issues, including software, hardware, network, and access problems.
- Escalate complex issues to the appropriate teams and ensure timely resolution.
- Deliver exceptional customer service, ensuring users' needs and concerns are addressed promptly and professionally.
- Communicate with users in a clear and courteous manner, providing updates on ticket progress and issue resolution.
- Maintain accurate records of all ticket activities, including ticket details, user interactions, and resolutions.
- Update the knowledge base with solutions to recurring issues, enabling faster problem resolution.
- Identify areas of improvement in the ticketing process and recommend enhancements to streamline workflows.
- Participate in team meetings to share insights and contribute to process optimization.
- Bachelors Degree in IT; or additional technical training are a plus.
- Proven experience as a Helpdesk Operator or in a similar IT support role.
- Proficiency in using the ServiceNow ticketing tool or other IT service management platforms.
- Solid understanding of IT systems, hardware, software, and network troubleshooting.
- Strong problem-solving skills with a focus on issue resolution and user satisfaction.
- Excellent communication and interpersonal skills to interact effectively with end-users and team members.
- Ability to handle multiple tasks simultaneously, prioritize work, and meet deadlines.
- Attention to detail and a proactive approach to addressing user concerns.
- An extensive mobility program for a healthy work-life balance.
- A permanent training track which allows you to develop yourself personally and professionally.
- A stimulating, innovative workplace with numerous growth opportunities.
- A people-oriented environment with an interactive health program and a focus on employee wellbeing.
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What We Do
DEME (Euronext Brussels: DEME) is a leading contractor in the fields of offshore energy, dredging & infra, environmental remediation, trenching and marine infrastructure. DEME also engages in concessions activities in offshore wind, marine infrastructure, green hydrogen, and deep-sea mineral harvesting. The company can build on almost 150 years of experience and is a front runner in innovation and new technologies. DEME’s vision is to work towards a sustainable future by offering solutions for global challenges: a rising sea level, a growing population, the reduction of emissions, polluted rivers and soils and the scarcity of mineral resources. DEME can rely on more than 5,300 highly skilled professionals and operates one of the largest and most technologically advanced fleets in the world. DEME realised a turnover of 3,285 million euro with an EBITDA of 596 million euro in 2023
