IT Helpdesk Engineer

Description

Our customer is looking for a freelance IT Helpdesk Engineer. 

They guide. They support. They grow.
To really stand out and make them fit for the future in a constantly changing world, each and every one of them at our customer needs to be an authentic and inclusive leader, at all grades/levels and in all lines of service.
To help them achieve this they have a global leadership development framework. It gives them  a single set of expectations across their lines, geographies and career paths, and provides transparency on the skills they need as individuals to be successful and progress in their careers, now and in the future.

Responsibilities

● Take ownership of incoming incidents and provide excellent customer advice and support to their internal employees by answering inbound telephone calls, serving end-users face-to-face on their support desks and handling electronic requests (mails/tickets),
● Be the gatekeeper towards second line support and make sure all potential solutions are investigated fully before escalating to the second line team,
● Provide accurate information on IT products or services, 
● Use an ITIL-based registration software and remote control tools on a daily basis and follow-up and update customer status and information, passing on any feedback and suggestions by customers to the appropriate internal team,
● Identify and suggest possible improvements on procedures,
● Document recurring incidents into user-friendly FAQs published on the intranet,
● Act as SPOC for all related issues in domains of hardware (laptops, MFPs, smartphones (iPhone) and software (Windows 10, Office 2016, Google Suite and in-house applications).
● You collaborate with business and technical teams to gather functional, behavioral and interface requirements and build them into specifications that ultimately translate into deliverable business services.
● You gather and analyze internal and external user feedback to assist in the continued improvement of products and services.
● You take ownership for the successful completion of all aspects of IT helpdesk activities.
● You create qualitative end user focussed user manuals & guides for new solutions or services.

Skills

● You have experience with network patching/repair.
● You can install and configure PC's.
● You can provide support on mobile devices (IOS, Android).
● You provide on site support for meeting rooms and video conferences.
● You can explain solutions to your internal clients in a non-technical manner.
● You're proactive and collaborate with internal clients to analyse their needs.
● You monitor progress and frequently follow-up on the status of your work.
● Experienced with providing 1st line support
● Fluent in Dutch, French and English

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ID
BRLU21750

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