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
