Help Desk Engineer

Role: Helpdesk Profile

Location: Roeselare/Bruges, Belgium (Hybrid)

Languages: Dutch, French, English

Duration: Long Term

Job Description:

Context:

• The ICT Helpdesk is the point of contact/reporting point for the client for ICT malfunctions, user questions, complaints, etc.
• It is therefore very important that the customer is spoken to correctly and that customers receive feedback at the right time about the solution or progress of the incident or question.

Responsibilities:

• From the ICT department, you are responsible for the proper and customer-friendly follow-up of service requests, incidents, and complaints that arrive at the service desk via email, web, or telephone.
• As the first point of contact for the users, you solve incidents independently as much as possible and, if necessary, you call on the second line.
• You ensure a quick response and a qualitative handling of the requests that arrive at the service desk.
• You will proactively identify and address repetitive incidents and formulate proposals to document them in the knowledge database.
• You are jointly responsible for the effective, efficient, and customer-friendly handling of incidents, complaints, and service requests.
• You provide the necessary communication to the users in the event of small and large incidents.
• Knowledge of methods and techniques of IT service management (ITIL)
• You are customer-friendly, and you strive for maximum customer satisfaction. A flexible attitude and eagerness to learn are essential.
• You are fluent in both national languages, and you can find your way around English-language manuals.
• You are willing to ensure the service from 7:00 am to 7:00 pm (Monday to Friday) in agreement with your colleagues.
• You have a strong affinity for ICT with a solid basic knowledge of computer science (Windows, Office applications, printers, scanners, network operation, server operation, tablets and smartphones, etc.).
• You have experience in using business applications.
• You can perfectly empathize with the user's situation, and you are result-oriented.
• Your workplace is our office in Roeselare/Bruges, physical presence is expected during the first 3 months FT, after 3 months 1 day/week working from home, and after 6 months half-time but always in function of service.
• There must be 3 to 4 colleagues onsite in Aéropolis every day.