Service Desk Officer

  • Location: Evere
  • Type: Perm
  • Job #14026

Organisation context and main job purpose :

To strengthen our local IT Infrastructure team at Evere, we are looking for a motivated IT Service Desk Officer (m/w).

The Job holder will be part of a small service desk team responsible for providing technical support for end-users and maintenance of the equipment available to them. On-site, the team manages all incidents, problems and service requests but also maintains and troubleshoots the local infrastructure equipment and systems.

Key responsibilities and accountabilities :

  • Deliver locally all IT Infrastructure services (Administration and optimization of Windows clients, servers, Local network, VoIP telephony, smartphones and peripherals / Active Directory / Security …).
  • Rollouts of new hardware and software standards,… with SCCM.
  • Handling IMACs for the first and second level of support of the entire IT infrastructure area.
  • Support the end users for all infrastructure and applications incidents, problems and changes.
  • Document and tracking of all tasks in a ticketing system.
  • Analyse customer complaints and recurrent incidents and propose solutions or areas for improvement.
  • Analyse customer change requests and implement standard solutions.
  • Deliver global standards and ensure adoption
  • Contribute to actions to optimize the service desk processes.
  • Contribute to the implementation of new IT solutions/services/changes.
  • Manage local administrative tasks and documentation
  • Maintain close relationships with internal customers.
  • Participate in various IT Infrastructure projects.

Key skills and knowledge required : 

  • High degree in computer and science or equivalent through experience.
  • Minimum 2 years of experience in a IT Service Desk support function.
  • Excellent working knowledge of Microsoft operating systems and Office applications.
  • Excellent working knowledge/experience with workstations, laptops, printers, VoIP phones, smartphones…
  • Familiarity with Windows Server 2012/2016, VMWare ESXi 6, SCCM, Active Directory, Storage and Backups.
  • Familiarity with ITIL processes.
  • General knowledge in networks to include basic TCP/IP understanding, DNS and DHCP.
  • Experience with MITEL telephony system or other VoIP system is a plus.
  • Fluent in French and English. Dutch is a plus.
  • Natural aptitude for trouble shooting & problem solving.
  • Ability to work independently and as part of a team.
  • Excellent ability to prioritize tasks and projects to optimize operations.
  • Excellent communication skills.
  • Customer-oriented and cool-tempered.
  • Desire to learn and readily embraces change.

 

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