First line service desk employee in Malle

As a leading IT company, active throughout Belgium, we are among the top 5 in Belgium. We provide innovative customized solutions for SMEs in every sector, from IT infrastructure to application development and office technologies. With specialized teams and support in three languages, we strive to maximize efficiency and security for our customers. Join a growing company where your talent and expertise really make a difference!, Are you a customer-oriented IT professional with a passion for solving technical problems? As a First Line Service Desk Clerk, you are, together with our intake team, the first point of contact for our customers. You will support them with a variety of IT questions, ensure smooth ticket follow-up and play a crucial role in customer satisfaction. With your curiosity and eagerness to learn, you will grow quickly in a dynamic environment., Management and handling of technical tickets

• Together with our intake team, you will be the first point of contact for customers via phone, email and portal.
• Register, categorize and prioritize incoming tickets.
• You will solve common IT problems independently, such as:

• Microsoft 365 issues
• Printer and scanning problems
• Basic network problems
• Windows devices & user management

• Gather all necessary information so that second line colleagues can continue working efficiently if you cannot solve the problem yourself.
• You will ensure correct and clear ticket documentation and contribute to upgrading customer documentation.

Collaboration with Second Line

• Complex incidents you escalate to second line in a timely and correct manner.
• You will learn from their feedback and apply this knowledge to future cases.
• You will work closely together to improve the overall quality of the service desk.

Customer Communications

• Communicate with customers you in a friendly, clear and professional manner.
• You keep them informed of the status of their ticket.
• You ensure a positive customer experience even in frustrating situations.

Administration & documentation

• Accurately document solutions in our ticket system.

• Contribute to internal knowledge databases and manuals., * Fixing problems with Windows 10/11

• Analyze slow devices (CPU, RAM, disk space, running processes)

• Problems with user profiles and login issues

• Checking updates and patches

• Issues with peripherals (mouse, keyboard, docking stations, screens)

• Reinstall or update drivers

• Microsoft 365 & Application Support

• Outlook problems (sync issues, shared mailboxes, profile issues)

• Fix OneDrive/SharePoint sync issues

• MFA issues (authenticator, lockouts)

• Password resets and account unlocks

• Problems in Teams (audio/video, meeting settings, permissions)

• Basic support for other applications (accounting software, CRM, browsers…)

• Network problems (basic)

No Internet connection

• determine if it is local, network-wide or provider-related

• Basic diagnostics: ping, ipconfig, DNS flush, gateway testing

• Problems with WiFi connections

• Switch port testing (reboot or ompatch if necessary)

• Check VPN connections (credentials, client install, basic firewall checks)

• Printers & others

• Installation of network printers

• Printspooler troubleshooting

• Customize user rights on printers

• Analyze problems with scanning to email or folder

• Reinstalling drivers

• User Management

• Create or modify accounts in AD or Azure AD

• Assigning licenses in Microsoft 365

• Managing group memberships

• Granting permissions on SharePoint/OneDrive/Teams

• Recognize and document basic GPO issues

• Security-related notifications (level 1)

Unusual login attempts

• report to security team

• Check antivirus alerts and take first action

• Analyze phishing alerts (view headers)

• Resolving lockouts

• Remote Support

• Troubleshooting via RDP, , N-able Take Control…

• Guide users during troubleshooting

• Sharing screens to analyze application problems

• Documentation & process monitoring

• Correctly documenting actions

• Creating knowledge articles for common problems

• Follow up on SLAs.

• Do proper escalations when complexity becomes too great

What makes it technically challenging?

• The enormous variety of issues
• The need to analyze quickly ("problem triage")
• The combination of technology and communication
• Responsibility to clearly and fully prepare escalations
• The opportunity to take on increasingly complex problems as you grow

Do you have experience in Windows?, Technical knowledge and skills

• Basic networking knowledge (DNS, DHCP, basic routing).
• Knowledge of Windows 10/11 and Microsoft 365.
• Experience with user management, printers and hardware troubleshooting.
• Experience with Nable, Autotask or similar management tools is a plus.

Experience and background

• First experience in IT support is an asset, but not required.
• A strong interest in IT and the ambition to grow are essential.

Languages

• Dutch: excellent oral and written knowledge
• English: good technical proficiency
• French: plus

Personal characteristics

• Strong communication skills, both towards customers and internal colleagues
• High degree of customer orientation and service-oriented thinking
• Perseverance and problem-solving skills
• Team player, who values and promotes cooperation
• Eager to learn and motivated to grow
• Structured in administration and documentation