Main 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 including analysis, resolution and clear communication to end users o Resolve standard requests such as password resets, configuration of access rights to IT systems, o Deliver basic functional support on business systems such as O365, ERP, CRM, BI, ..
o Investigate and analyse correlation between individual issues in order to assure correct urgency, impact and associated coordination is established o 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.
The Ideal Candidate
We are looking for a proactive personality that is ready to work in an international rapidly changing and challenging environment, who is passionate about IT, with the following experience, educational background and interpersonal skills:
• You have 1 to 3 years of experience in IT support
• You have a background in IT
• You work in team with your colleagues and teamlead IT ServiceDesk
• You are customer oriented with a problem-solving attitude
• You are able to guide and direct with all levels of employees and management.
• You have excellent communication skills towards end-users
• You can work under stress and are able to dynamically prioritise your work or escalate when needed
• You are familiar with client computing, modern workplace and Office365
• You are familiar with Microsoft products
• Experience with ITIL or certification is a plus
• You work comfortably in an international setting • Excellent proficiency in English
