IT Service Desk Engineer Level 1

Your mission

• Provide a single point of contact for all IT related requests
• Ensure that requests are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures
• Provide first level support to our customers for systems, products and services
• Own all calls to resolution
• Provide statistical information and reports when required
• Proactively work to achieve a high level of first time fixes

As IT Service Desk, you will

• Provide an effective interface between Users and service providers, including logging/documenting Incidents, Problems and Changes
• Effectively communicate call progress and ensure all diagnostic information is provided for error resolution and incident analysis
• Assist Users in making more effective use of systems, products and services, making initial diagnosis of issues and giving clear and concise advice on known solutions where applicable
• Provide clear and concise information on Changes, Known errors, Changes in availability, New Facilities, etc
• Maintain accurate log entries of requests with call/resolution & follow up details
• Follow agreed procedures and maintain documentation/knowledge base to establish possible solutions to calls
• Follow agreed procedures and respond to requests by providing information to enable Users to solve their issues
• Promptly allocate unresolved calls as appropriate, by adhering to set escalation procedures
• Follow agreed procedures, maintains and reports up to date and accurate inventory information on the organisation’s IT assets and User information.

What we ask

• Bachelor Degree or equivalent experience
• Language (fluent) French/Dutch/English
• 1 – 2 year(s) experience in similar situation
• Preferable IT based qualifications
• Experience and interest in client hardware & software
• ITIL certification is an asset
• Able to learn new ideas and concepts and respond flexibly to challenges
• Able to work in a co-operative, pro-active and flexible way with customers of all levels of seniority
• You have the necessary documents and permits to live and work in Belgium

You will need

• Communication skills
• Personal effectiveness
• Interpersonal Skills
• Excellent customer service skills
• Incident analysis and prioritization

Our offer

• A challenging position in a fast-growing company with great projects and missions. TMS is active in multiple sectors, being the IT partner of major players in finance, public services, industry, distribution or non-commercial organizations. You can contribute to results in really meaningful projects, where clients really benefit from IT…
• A stimulating working environment with a really good team spirit. The company calendar offers those special moments where it is not only about IT Services… We maintained team spirit with lots of internal events (teambuilding, workshop…). Each team has its essential rituals, each week to share experiences, talk about objectives and keep in touch.
• A dynamic culture focused on personal development. We care about our people! Whatever your function or role, you’ll witness respect and consideration… We listen to your needs and professional ambitions to build an exciting career path.
• A wide range of advantages, training and career development opportunities. Next to an attractive salary package, we give an important place to learning and knowledge sharing. That’s why we have lots of initiatives like Competence Centers, conferences, workshops, training portals… The whole company is committed to making our teams perform, and will work with you to grow your expertise…

TMS Group