Talencia Consulting - IT Helpdesk Agent (l1)

We are looking for an experienced IT Helpdesk Agent (L1) to join an IT support team.

Key responsibilities

• Act as the first point of contact for IT incidents and service requests.
• Manage tickets through the ITSM platform, ensuring accurate categorization and prioritization.
• Resolve Level 1 issues, including password resets, account management, Hardware/software troubleshooting and connectivity problems.
• Escalate more complex incidents to L2/L3 teams with proper documentation.
• Ensure SLA compliance and provide regular updates to end users.
• Contribute to the knowledge base by documenting recurring issues and solutions.

• Windows 10/11 & Microsoft Office 365
• ITSM tools (ServiceNow, Jira, Remedy or similar)
• Active Directory & user account management
• Basic networking & VPN troubleshooting
• ITIL Foundation knowledge

• Google Workspace tools
• Experience in large enterprise environment

• Customer-oriented
• Strong communicator
• Stress-resistant
• Team player
• Languages: Mandatory : English + French + Dutch