For our customer we’re looking for a talented IT Service desk engineer.

Responsibilities:

• Act as a service desk contact for tickets, phone calls and emails from staff regarding IT issues and queries;
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner;
• To maintain a high degree of customer service for all support queries and adhere to all service management principles;
• To arrange and follow up external technical support where problems cannot be resolved in house;
• Maintaining an Asset Database and track changes;
• Make new user accounts and mailboxes;
• Create and maintain official helpdesk procedures and documentation (SOP, WI, CL);
• Install and configure PCs, laser printers, label printers, tablets;
• Assist in the creation and maintenance of service desk automations & projects (PC Imaging, Patch updates & Security updates, Anti-Virus rollouts / updates etc…);
• Assist in the maintenance of the desk lay-out and IT solutions provided to end users;
• Escalate unresolved calls to the infrastructure support team;
• Provide stats for the weekly Service Desk report on call trends;
• Publishing support documentation to assist staff with requests for information & provide staff training if required.

Your profile:

• Basic knowledge and experience of ICT;
• At least 1 year of experience in a similar function;
• Show initiative, autonomy and good analytical skills;
• Prepared to expand knowledge;
• Customer-oriented;
• Creative and proactive;
• Good communication skills;
• Team player, able to work independently;
• Flexible;
• Structured;
• Resilient to stress and high pressure;
• Planning & organisation – Planning & organization: plans and organizes own work(load) in an effective way by setting priorities and meeting deadlines;
• Adaptability to change – Embracing change: is open for change and willing to adapt to changing tasks, priorities and unexpected events;
• Resilience – Displays a positive attitude in the face of ambiguity, stress and change;
• Communication & influencing – Communicates with clarity: speaks and writes clearly and to-the-point; active listener;
• Analytical thinking – Gathers information from varied sources, analyzes data in a critical way using common sense and logical thinking;

Software and database applications:

• Active Directory and MS Exchange (creation of users and groups), Windows Permissions
• Good basic knowledge of current hard- and software
• Good basic knowledge of Windows Operation Systems, MS Office Professional
• Good basic knowledge of networks

Languages:

• Good knowledge, orally and in writing of Dutch, preferably also English.