[4494] IT Service Desk Support

Location: Lokeren
Activity: Fully Onsite
Duration: 12 months

Requirements:
• Proficient in speaking and writing English and Dutch.
• An experienced plug-and-play individual.
• At least 1 year of experience.
• M365 knowledge.

Key Responsibilities:
• Provide Technical Support: Respond to IT-related incidents and service requests via phone, email, chat, or ticketing system in a timely and efficient manner.
• Troubleshooting: Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, mobile devices, and other peripherals.
• User Account Management: Create, modify, and deactivate user accounts, manage passwords, and grant access to systems and applications as per company policies.
• Incident Management: Accurately log, categorize, and prioritize incidents and service requests in the IT Service Management tool, ensuring regular follow-up and closure within the defined SLA.
• Remote Support: Utilize remote support tools to assist users with technical problems, providing guidance and solutions to resolve issues effectively.
• Documentation: Maintain and update knowledge base articles, troubleshooting guides, and standard operating procedures to support consistent and efficient service delivery.
• Hardware & Software Setup: Assist in the setup, configuration, and installation of hardware and software for new employees and system upgrades.
• Escalation: Collaborate with Level 2/3 support teams to escalate complex issues when necessary and follow up to ensure resolution.
• Training & Guidance: Provide basic IT training and guidance to end-users, helping them to improve their technical skills and reduce recurring issues.