Service Desk Engineer

As our Service Desk Engineer, your responsibilities will include:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.

• Perform remote/OnDesk troubleshooting through diagnostic techniques and pertinent questions.

• Determine the best solution based on the issue and details provided by customers.

• Walk the customer through the problem-solving process.

• Direct unresolved issues to the 2nd line support.

• Provide accurate information on IT products or services.

• Record events and problems and their resolution in logs.

• Follow-up and update customer status and information.

• Pass on any feedback or suggestions by customers to the appropriate internal team.

• Ownership for the client relationship: you are recognized by the client as a business partner, from whom to seek advice.

• Remaining up to date with technology evolutions and making sure your knowledge remains ahead of the curve.

• Gain experience, become an expert in your field and guide your colleagues with their complex technical questions.

You Will Need The Following

Skills:

• You have good communication skills in Dutch, English, French is an asset.

• Hands-on experience with Windows/MacOS environments.

• Good understanding of computer systems, mobile devices and other tech products.

• Ability to diagnose and troubleshoot basic technical issues.

• Familiarity with remote desktop applications and help desk software.

• Methodical, organized and client oriented.

• Work in a team as well as independently.

• Take the client's needs into consideration and you are a good communicator.

• You are skilled in creating and enhancing high quality rated as-build documentation, implementation procedures and processes.

• A real problem solver and you have an eye for details.

• Stress resistant and you are not afraid of a fast-paced environment.

• Prior service desk experience is an asset.