First Line Service Desk Engineer
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We're looking for a customer-focused ICT Helpdesk Consultant to strengthen our client's support team. As the first point of contact for end users, you will play a crucial role in delivering high-quality IT support within a complex and dynamic environment. You will ensure incidents, service requests, and technical questions are handled professionally, with a strong focus on communication, efficiency, and customer satisfaction.
Key Responsibilities
- Register, analyze, and follow up on incidents, service requests, and end-user inquiries.
- Resolve first-line support issues independently and escalates more complex cases to specialized teams when required.
- Ensure clear, accurate, and timely communication with users throughout the resolution process.
- Monitor ticket progress and maintain high service quality standards.
- Contribute to the development and maintenance of the knowledge base and internal documentation.
- Identify recurring issues and propose structural improvements and long-term solutions.
- Provide support on a broad range of ICT-related topics and technologies.
- Participate in the communication and coordination of both minor and major incidents.
- Help drive an efficient, customer-oriented, and high-quality support service.
Technical Skills
- Initial experience within a Service Desk, Helpdesk, or IT Support environment.
- Solid knowledge of:
- Windows environments
- Microsoft Office applications
- Printers and scanners
- Networking concepts
- Server environments
- Tablets and smartphones
- Familiarity with ITIL methodologies and IT Service Management processes.
- Experience with business applications is considered an advantage.
- Ability to consult and understand technical documentation written in English.
Your Profile
The ideal candidate is service-oriented, communicative, and passionate about helping users solve technical challenges. You combine strong analytical skills with a proactive mindset and can remain calm and efficient in fast-paced environments.
- Strong customer service and communication skills.
- Analytical, solution-oriented, and eager to learn.
- Flexible, resilient, and able to manage priorities effectively.
- Excellent command of Dutch and French, with a good understanding of English technical documentation.
- Motivated to contribute to a collaborative team and continuously improve the user experience.
Contactperson & Reference
- Reference #: INW27229
- Pieter Messely
- pieter.messely@i4m.be
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