Be responsible for handling first-line IT support requests from internal users (or customers) by ensuring the rapid resolution of common technical issues related to hardware, software or network access, to guarantee the continuity and reliability of the IT environment.
Monitor incidents within the ticketing system, apply escalation procedures and, where necessary, coordinate the resolution of incidents while maintaining regular communication with users to ensure compliance with Service Level Agreements (SLAs).
As an IT Service Delivery Agent, your responsibilities will include:
- Collect first-line alerts and incidents, perform the initial diagnosis, categorise the incident and, where appropriate, assign it to the relevant service provider to ensure an efficient resolution of issues.
- Gather the necessary information from business users to perform the initial assessment, correctly categorise the incident and determine its level of severity (urgency).
- Handle straightforward first-line incidents in accordance with established operational procedures, in collaboration with business users, to ensure the continuity of the IT environment and compliance with SLAs.
- Coordinate the handling and resolution of more complex first-line incidents involving multiple stakeholders to ensure an appropriate solution is delivered within the agreed SLA timeframes.
- Identify bottlenecks within the Service Delivery organisation and, following analysis, propose and implement improvement initiatives to continuously enhance the quality of incident management.
- Ensure the accurate follow-up and recording of all incident and problem information within the ticketing system in order to guarantee data quality and reliable reporting.
- Maintain continuous communication with business users regarding incident resolution and provide regular updates on the progress of the resolution process, enabling them to manage customer relationships effectively and ensure customer satisfaction.
- Promptly assign unresolved requests in accordance with the defined escalation procedures and oversee the complete incident lifecycle, including closure and validation, to ensure all issues are resolved and service continuity is maintained.
As an IT Service Delivery Agent, you have:
- At least a secondary education diploma (or equivalent) and a minimum of 5 years’ experience in operational coordination, customer support, service delivery, operational dispatching or incident management.
- A solid knowledge of Microsoft 365, at least one ticketing system (TopDesk or equivalent) and ITIL principles.
- Excellent organisational and prioritisation skills, enabling you to manage multiple incidents and urgent situations simultaneously while meeting deadlines and SLA commitments.
- A good understanding of business processes and a strong analytical mindset, allowing you to assess business impacts and coordinate the appropriate resolution actions.
- A strong interest in emerging technologies and the use of Artificial Intelligence tools to improve your efficiency, service quality and the overall user experience.
- Excellent communication skills, composure under pressure and assertiveness to coordinate multiple stakeholders, influence without formal authority and ensure clear incident follow-up, together with a professional command of French. Knowledge of Dutch and/or English is considered an asset.
- A competitive salary package – including extra-legal benefits such as a company car, profit sharing, group and hospitalization insurance, and meal vouchers.
- A lot of autonomy and flexibility to have a direct impact on Speos’ growth.
- A stimulating role in full evolution with many challenges, opportunities, and innovative projects.
- A dynamic team within a family-company culture!
- A unique atmosphere, collegiality, and friendliness.
You will join a diverse team of highly talented colleagues, where there is room for ideas, initiative, and professional development.
Speos is an innovative, leading Belgian company that develops solutions designed to equip businesses with optimized and secure administrative and financial processes. Speos manages all aspects of outbound document flows, from document generation to distribution through printed and digital channels.
Speos’ ultimate goal is to ensure the success of its customers’ administrative and financial processes, allowing them to focus all their efforts on their core business.
Speos’ strategy and its position as a subsidiary of the bpost group since 2001 make us the #1 reference in our field of expertise in Belgium. We owe this recognition to our ambitious management, cutting-edge technological know-how, and proven customer service.
