Mission 

• Provide first line support through telephone, mail, chat and self-service tickets to ensure courteous, timely, and effective resolution of end-user issues 
• Prioritize incidents and service requests according to defined processes to meet defined SLAs 
• Make a correct analysis of the incident/request 
• Encode the incident/request in a Service Management Tool 
• Use remote tools and diagnostic utilities to aid in troubleshooting
• Through troubleshooting, incident correlation and knowledge articles find a solution or workaround for the interruption the incident is causing
• Once the solution or workaround has been implemented, close the life cycle of the incident
• Inform the user about the status of the ticket
• If a first line resolution is not possible, escalate to next level (2nd line) of support.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
• Follow-up the different cases and respect SLA's 

Profile

• You have: 
• a first experience in the ICT-world or you have a training in the ICT
• a very good knowledge of Dutch, French and English (verbal and written)
• a basic knowledge of network and Hardware
• a good knowledge Win 7, Win 8, Win 10, ITIL, Active Directory (theoretical knowledge), ... 
• You are: 
• Stress resistant
• Flexible (shift system)
• Punctual 

What we offer 

In addition to a pleasant work environment, we offer a competitive salary, a car and excellent fringe benefits. 

As we consider our people to be our most valuable assets, we invest considerable resources to provide on-going training that builds and extends professional, technical and management skills in all areas.