IT-Service Desk Engineer

Main accountabilities

The Support Engineer IT ServiceDesk ensures the following accountabilities:

- Execute the daily operations of first line IT support, according to procedures and work instructions for support activities - Ensure overall service quality and service levels can be measured by making sure a ticket of every support intervention is available. - Actively support our business by providing first line IT support:

- Front-office activities (call, chat, …) including analysis, resolution and clear communication to end-users - Resolve standard requests such as password resets, configuration of access rights to IT systems, … - Deliver basic functional support on business systems such as O365, ERP, CRM, BI, .. - Investigate and analyse correlation between individual issues in order to assure correct urgency, impact and associated coordination is established - Troubleshoot complex issues prior to handover to 2nd line support - Continuously improve the IT service delivery in close collaboration with the corporate IT Service Coordinator both in terms of optimizing the end-2-end support processes as optimizing the tooling - Proactively develop and promote end-user documentation or self-service options towards end-users - You are the ambassador of a larger IT community