EN:

General

As a Second Line Support Agent, you are responsible for resolving all incidents and fulfilling all requests that cannot be handled by the first line, either due to insufficient knowledge or insufficient permissions.

You support the first line with knowledge base articles and short training sessions where necessary. You take ownership of major incidents when they are assigned to you and ensure complete resolution, including any necessary documentation.

You step in on the first line when needed.

You report to the Service Desk Manager.

Description and responsibilities

Incident Follow-up

• Follow up and handle escalated incidents
• Troubleshoot all O365 and Azure-related incidents
• Propose improvements for first line work
• Create Knowledge Base articles to support the first line

Major Incident Follow-up

• Take ownership of incidents and coordinate the necessary expertise to resolve the incidents (restore)
• Act as the single point of communication regarding the progress of the incidents
• Draw up an action plan together with the experts and allocate tasks

As a first line agent (when needed)

• You handle calls and emails that come in through various systems
• You create tickets and perform the initial analysis
• You resolve issues where possible and escalate where necessary

Behavioral competencies

• Thinks in an innovative way and brings creative and innovative ideas.
• Makes decisions based on (in)complete information and undertakes targeted actions to implement the decisions.
• Provides advice to your contacts and builds a relationship of trust with them, based on your expertise.
• Has the commitment, willingness, and ambition to achieve results and takes responsibility for the correctness of undertaken actions.
• Acts as a role model for others and supports and guides internal employees in their daily activities.
• Stays up to date with recent developments within the field in order to respond to innovations in line with objectives and to offer up-to-date information.
• Analytical skills

The services will be delivered until the end of 2026.

The FOD Justice has the possibility to activate an optional year in 2027.