Helpdeskmedewerker, 1e lijn

Start Date: ASAP

End Date: 31/12/2025 (with possibility of extension)

Responsibilities:

• Responsible for customer-friendly follow-up of service requests, incidents, and complaints received via email, web, or phone.
• Independently resolve incidents as the first point of contact and refer to the second line if necessary.
• Ensure quick and qualitative handling of requests at the service desk.
• Proactively identify and document recurring incidents in the knowledge database.
• Communicate with users during incidents.
• Installation or replacement of IT equipment at workplaces.
• Regular control and support of equipment in meeting rooms.

Required Qualifications and Experience:

• Minimum of 3 years of experience in a similar role.
• Knowledge of IT service management methods and techniques (ITIL).
• Strong affinity with ICT and basic knowledge of computer science (Windows, Office, networks, servers, etc.).
• Experience with business applications.
• Customer-friendly and result-oriented.
• Flexible and eager to learn.
• Willingness to work from 7:00 AM to 7:00 PM (Monday to Friday).

Language Requirements:

• Fluent in Dutch and French, with good knowledge of English.

Desired Skills:

• Knowledge of French is a plus.
• Empathy for the user's situation.