IT Servicedesk Engineer

Function

We are looking for a skilled Servicedesk Engineer to join our client's team, where you'll be the first point of contact for IT-related questions and issues. You will provide essential technical support to end-users, helping solve a wide range of issues, from hardware malfunctions to complex application challenges. With your solid understanding of ITIL processes, you'll ensure that requests and incidents are properly identified, analyzed, and resolved in alignment with industry standards. Additionally, you'll play a crucial role in promoting security awareness and preventing potential security incidents.

Key Responsibilities

• Offer first-line support to end-users via phone, email, and ticketing systems.
• Diagnose and resolve hardware and software problems.
• Provide application support and escalate complex issues when necessary.
• Apply ITIL methodologies to manage service requests, incidents, and changes.
• Proactively contribute to security awareness efforts and compliance with security measures.
• Document solutions and procedures to facilitate future knowledge-sharing and problem-solving.
• Maintain clear communication with users, ensuring timely feedback and updates.
• Collaborate closely with IT teams to resolve issues and continuously improve processes.

Profile of the Ideal Candidate

• Minimum of 4 years of experience in a helpdesk or service desk role.
• Proven expertise in ITIL processes and experience applying these methodologies.
• Basic knowledge of IT security and awareness of security risks.
• Solid experience in application support and resolving user issues across various platforms.
• Experience with ITSM tools such as ServiceNow or Topdesk is a must.
• Proficiency in MS Office Suite (Excel, Outlook, PowerPoint, Word).
• Hands-on experience with 1st-line support for hardware such as desktops, laptops, and peripherals.
• Knowledge of servers, system software, and networking.
• Strong problem-solving skills and a customer-focused mindset.
• Ability to work both independently and as part of a team.
• Fluent in Dutch, with basic knowledge of French.