In order to complete the service desk team (second line), we are looking for a support technician with the skills to perform the following tasks:

• You create, register, and process incidents and requests from SPF users by phone or via a computerized management tool.
• You ensure the follow-up and resolution of incidents and requests assigned to you.
• You perform technical diagnostics by identifying problems and determining appropriate solutions.
• You improve existing internal procedures and the knowledge base, then share these improvements with the team through documents and procedures you write.
• You provide support to users in a transparent, honest, and objective manner. You offer them personalized service and maintain constructive contacts.
• You carry out installations of IT hardware and software, based on procedures.
• You prepare and install workstations.
• You manage the fleet of smartphones (Android and iOS) as well as smartphone subscriptions.

These tasks require:

• Proficiency in Windows 11, MS 365
• Knowledge of network and connectivity
• Experience with the Ivanti platform for ticket management (minimum 3 years of experience)
• Good ability to resolve incidents, manage service requests, and organize your work.
• Good knowledge of IT tools mainly used within a Service Desk.
• A customer-oriented mindset and sense of service
• The ability to ask the right questions to properly identify the problems encountered by your contacts.
• Resistance to stress and the ability to remain calm and courteous, even when dealing with users who do not have IT knowledge.

Knowledge of French and Dutch is essential.