Service Desk Engineer L1

Service Desk Engineer L1  STC13.23

Location:Belgium(No remote work allowed)

We are recruiting for a global technology and IT services company that offers a diverse range of digital solutions and consulting services to clients across various industries. Operating in over 90 countries, it's focusing on technologies such as artificial intelligence, data analytics, cybersecurity, Internet of Things (IoT), cloud services, and more. The available position is for #Service Desk Engineer L1

Tasks And Responsibilities

As our Service Desk Engineer, your responsibilities will include:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote/OnDesk troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the 2nd line support
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Ownership for the client relationship: you are recognized by the client as a business partner, from whom to seek advise
• Remaining up to date with technology evolutions and making sure your knowledge remains ahead of the curve
• Gain experience, become an expert in your field and guide your colleagues with their complex technical questions

How do you qualify for this position?

• You have good communication skills in Dutch,and English, French is an asset
• Hands-on experience with Windows/Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software
• Methodical, organized and client oriented
• Work in a team as well as independently
• Take the client's needs into consideration and you are a good communicator
• You are skilled in creating and enhancing high quality rated as-build documentation, implementation procedures and processes.
• A real problem solver and you have an eye for details
• Stress resistant and you are not afraid of a fast-paced environment
• Prior service desk experience is an asset
• Dutch & English Speaking Mandatory
• Have to work from office all 5 days