R16621

IT Helpdesk engineer

Brussels
Category
Networking, System and Support
Description

A career in Information Technology, within Internal Firm Services, will provide you with the opportunity to support our core business functions by deploying applications that enable our people to work more efficiently and deliver the highest levels of service to our clients.
You’ll focus on managing the design and implementation of technology infrastructure within the client, developing and enhancing both client and internal facing applications within the client, and providing technology tools that help create a competitive advantage for the Firm to drive strategic business growth.
Our Operations Support team monitors the overall quality of our service. As a part of the team, you’ll be the primary contact for ensuring the quality of our services is maintained while also considering better ways to provide the same service in a more cost efficient manner and keeping customer satisfaction with our services high.

Responsibilities

Our future IT Helpdesk Engineer will:
o take ownership of incoming incidents and provide excellent customer advice and support to our internal employees by answering inbound telephone calls, serving end-users face-to-face on our support desks and handling electronic requests (mails/tickets),
o be the gatekeeper towards second line support and make sure all potential solutions are investigated fully before escalating to the second line team,
o provide accurate information on IT products or services,
o 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,
o identify and suggest possible improvements on procedures,
o document recurring incidents into user-friendly FAQs published on the intranet,
o 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).

Responsibilities & tasks
You work effectively and individually with technical and non-technical team members and customers.
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.
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.

Technical skills

NL/FR/ENG speaking and writing

Contact name
David Van Hooydonck
Contact email

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