Service Desk Engineer

LA International; Tubeke; Sur place; EUR 32 000 - 45 000; Plein temps

Résumé du poste

LA International is seeking a Service Desk Engineer/Operational Support for a long-term B2B contract. The role is onsite in Tubize, Belgium (4 days per week in Tubize, 1 day in Brussels) and requires tri-lingual communication in French, Dutch and English to support internal users.

You will provide first-line IT support, handle hardware repairs, log tickets, and ensure high quality customer service while following ITSM processes. Remote work is not indicated.

Qualifications

• Relevant/previous Service Desk experience is an asset.
• Interest in ITIL processes.
• Excellent communication skills and professionalism under pressure.
• Experience using Service Management tooling, ServiceNow is a plus.
• Strong knowledge of Windows OS in Intune managed & autopilot mode, Azure familiarity.

Responsabilités

• Provide first-line service desk support to internal customers, in-person or via ticketing system.
• Handle first-line hardware repairs and incident logging in the ticketing system.
• Maintain high levels of customer service and adhere to ITSM principles.
• Take ownership of user problems and act proactively to resolve issues.
• Log and track tickets; respond to inquiries and guide users on IT equipment usage.
• Escalate more complex calls to appropriate IT support.

Connaissances

Service Desk

ITIL

Customer service

Teamwork

English Dutch French

Outils

ServiceNow

Description du poste

Our client is looking for a Service Desk Engineer/Operational Support to work on a long term B2B contract. The role would be onsite in Tubize 4 days per week with 1 day per week in Brussels and candidates would need to be trilingual in French, Dutch and English to communicate effectively.

Role Overview

• You provide first-line service desk support to internal customers, assisting them with hardware and software problems face-to-face, or our online ticketing system.
• You provide first-line technical support, answering support queries face-to-face or our online ticketing software;
• You manage first-line hardware repairs.
• You maintain a high degree of customer service for all support queries and adhere to all service management principles.
• You take ownership of user problems and are proactive when dealing with user issues.
• You log and maintain all Tickets on the ticketing logging system.
• You respond to inquiries from clients and help them resolve hardware and/or software problems.
• You support users in the use of IT equipment by providing necessary training and advice.
• You allocate more complex calls to the relevant IT Support member or group.

Requirements

• Relevant/previous Service Desk experience is an asset.
• You have an interest in ITIL processes.
• You are committed to quality, you have excellent communication skills and have mastered the skill to remain professional and calm at all times.
• You have experience in using Service Management tooling, knowledge of ServiceNow is a plus.
• You have a strong knowledge of the latest Microsoft-based operating systems (Admin center, Endpoint, Exchange, ...), and you are familiar with Azure.
• You have good knowledge of Windows OS in Intune managed & autopilot mode.
• You have experience in configuring / troubleshooting mobile devices.
• You have a flexible attitude and the ability to perform under pressure.
• You have the ability to work well within a team.
• You are able to easily express yourself in English and Dutch/French.