Belgium Job Openings

Citymesh NV

Facility Helpdesk Officer

Brussels

FULL TIME

December 2, 2024

Welcome to DIGI Belgium!
We’re making waves in the telecom landscape with a single goal: to disrupt and redefine. We’re here with bold ambitions and a vision to be fiercely customer-centric, pushing the boundaries of what’s possible through innovation. If you're looking for a dynamic environment, keep reading!

We’re currently seeking a Facility Helpdesk Officer to join our Facility team.

Description:
Acts as the first point of contact for detached Romanian workers in Belgium, ensuring a smooth and efficient response to housing-related issues. This individual assesses incoming requests, determines their urgency, and coordinates with the appropriate Facility Expert and Team Leader to resolve matters promptly.


Responsibilities:

  • Hotline Management:
    • Operate the dedicated hotline number from 08:00 to 17:00 on business days.
    • Provide courteous and professional assistance to workers contacting the hotline.
  • Request Assessment and Prioritization:
    • Log all calls and categorize requests based on urgency (urgent vs. non-urgent).
    • Conduct an initial technical or practical analysis of the issue to determine if immediate action is required.
  • Coordination with Facility Experts:
    • For urgent issues, promptly notify and provide details to the Facility Expert managing the impacted house.
    • For non-urgent issues, consolidate requests and assign them to the Facility Expert for planned action.
  • Communication with Facility Team Leader:
    • Report all urgent cases to the Team Leader, including the initial assessment and actions taken.
    • Provide weekly summaries of all hotline activities to the Team Leader for review and follow-up.
  • Documentation and Follow-Up:
    • Maintain accurate records of all calls, including the nature of the issue, urgency level, actions taken, and resolution status.
    • Ensure timely follow-up with workers to confirm resolution or updates on their concerns.
  • Continuous Improvement:
    • Identify recurring issues and suggest process improvements to the Facility Team Leader.


Request Handling Process:

Step 1: Worker Contacts Hotline
  • Worker calls the hotline between 08:00 and 17:00 with a housing-related issue.
  • Facility Hotline Coordinator logs the request.
Step 2: Initial Assessment by Hotline Coordinator
  • Determine whether the issue is urgent or non-urgent:
    • Urgent: Requires immediate intervention (e.g., broken locks, no heating, water leaks).
    • Non-Urgent: Can be addressed during scheduled maintenance (e.g., minor repairs, appliance replacement).
Step 3: Escalation to Facility Expert
  • Urgent:
    • Contact the responsible Facility Expert immediately with all relevant details.
    • Notify the Facility Team Leader of the urgent issue and the escalation.
  • Non-Urgent:
    • Assign the issue to the Facility Expert for resolution within a standard timeline.
Step 4: Communication with Team Leader
  • Urgent Issues:
    • The Facility Team Leader monitors the resolution process, ensuring timely action by the Facility Expert.
    • Coordinator updates both the Team Leader and the worker on the progress.
  • Non-Urgent Issues:
    • Facility Hotline Coordinator includes these in the weekly summary report to the Team Leader.
Step 5: Resolution and Follow-Up
  • Facility Expert resolves the issue.
  • Helpdesk Officer confirms resolution with the worker and updates the records.
KPIs for the Facility Helpdesk Officer:
  • Response Time: Average time to answer calls and log requests.
  • Resolution Time: Average time to resolve urgent and non-urgent issues.
  • Accuracy: Percentage of correctly categorized requests (urgent vs. non-urgent).
  • Worker Satisfaction: Feedback scores from workers on hotline assistance.
  • Escalation Efficiency: Timeliness of escalation to Facility Experts and Team Leader.


Skills
:

  • Customer minded
  • Languages Dutch and/or French, English an Romanian is a plus
  • Priotising
  • Good communication

What We Offer:

At DIGI you will be part of an enthusiastic and ambitious team in which we greatly value your own input and believe in the growth of each of our employees. We offer you a great opportunity to work for a fast-growing and innovative employer that operates as a challenger in the Belgian telecom market. Next to this, we also offer a wide range of benefits, including:



  • Dynamic Work Environment
    : Dive into the bustling world of telecom at our startup! Expect a workplace that thrives on challenges and growth opportunities.

  • Competitive Compensation: Enjoy a rewarding package including competitive salary, meal vouchers (€8/day), eco vouchers & health insurance
  • Permanent Contract: Secure your future with us – enjoy the stability of a permanent contract.
  • Invest in Yourself: We provide ample resources for your personal and professional development. Use our generous budget to level up your skills and become even more awesome.
  • Contemporary Workspace: Immerse yourself in a cutting-edge office environment where innovation and collaboration reign supreme. Our central locations in Oostkamp and Brussels-Central ensure easy accessibility.
  • Flexibility and Work-Life Balance: Embrace a flexible work culture that promotes harmony between work and play. Hybrid work arrangements and flexible hours allow you to strike the perfect balance.
  • Extra Time Off: Work hard and reap the rewards! Enjoy an extra 12 days off per year for full-time employees, making those 40-hour weeks fly by.


Curious for more?

Do you feel intrigued by our company and are you ready for a truly unique employee experience? Then apply for this vacancy today!


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