Service Desk Engineer

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:

• 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.