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
