JOB TITLE: SERVICE DESK/FIRST LINE HELP DESK CONSULTANT

LOCATION: ZANDVLIET, BELGIUM

LANGUAGES: ENGLISH, DUTCH

WORK MODE: 100% (FULL TIME&ONSITE;)

CONTRACT DURATION: ASAP - LONG TERM

JOB DESCRIPTION

FIRST LINE HELP DESK:

FUNCTION:

- The first-line helpdesk employee is responsible for the daily handling of problems and incidents and, together with his colleague, is the first point of contact for the user towards the IT department.
- The first line helpdesk employee is responsible for creating, analyzing, and following up on the tickets using our ticketing system Jira.
- He or she is driven and willing to take "Owner Ship" over tickets.
- After a thorough training period, he or she is also responsible for the daily communication between the users and the helpdesk and vice versa.
- The first line helpdesk plays a major role as the face of IT towards the user.
- In this position, there is a lot of room for learning and gaining extra knowledge.
- In the profile, we assume a school-leaver with an education in IT.
- There is plenty of room to learn things and you get many opportunities to develop yourself in the world of IT on the first line.

A SHORT SUMMARY OF THE ACTIVITIES:

- First (line) point of contact between user and the IT department
- Registering, resolving, and if necessary routing tickets to our colleagues.
- Answering and communicating via email and telephone with users and the various departments within the organization.
- You report to the IT Service Desk Team Lead and build a good picture of what is going on with the user in the organization.




- You visit the user on-site or carry out interventions remotely via the available software tools.
- You create users in Active Directory and on our Office 365 platform in consultation and on request.
- When you have settled in and found your way, you will also be in contact with our external party that operates our printer park.
- You will participate in keeping the toner stock in stock and keeping printers in operation at the various locations on the site. You also supervise interventions for printer repairs and maintenance by our external party.
- You make standard IT changes and make IT requests for application accesses with our service partner (BASF) and for SAP.
- Performing basic installations and configurations of workplaces and maintaining the configuration database.
- Small warehouse management (inventory and issuance) IT resources.
- Assisting IT administrators with project execution, daily recurring management, and implementing solutions.

PROFILE:

- You are a school-leaver with a study in the direction of IT or have followed a training in the direction of IT and would like to roll up your sleeves and work in a small team of IT support employees and a driven IT Team of administrators.




- You have an affinity with managing and supporting users in a Windows, Microsoft 365, Entra (Azure) environment, and are interested in developing yourself further in this area.
- You are willing to share your knowledge and experiences with other colleagues within IT, to think along in solutions and optimization. You don't mind writing documentation for colleagues and end users.
- You can work well in a team and also know how to make your plan independently. Thinking "out of the box" is no problem for you.
- You are stress-resistant and know how to deal with this in busy situations.
- You know how to do your work well and in an orderly manner.
- You have good communication skills and can make yourself understood well in the Dutch language (in speech and writing). It is also no problem to communicate with our colleagues abroad in the English language in some cases.

JOB-RELATED COMPETENCIES:

- You have knowledge of Windows 10 / Windows11 Work Place Management.
- Knowledge of Windows server 2008 / 2012 / 2016 / 2019 / 2022 is an advantage.
- Basic knowledge of office applications such as Office 2021 / Office 365 / Microsoft 365 / Entra
- Knowledge of installing Windows OS and applications such as Office.
- Terms such as Home Worker, RDS, Citrix, VPN, DHCP, DNS, GPO, Active Directory, switch, wifi, and the basic concepts of network have your interest.
- Basiskennis van PC Hardware (laptops, desktop, printers) DELL, Intel, Microsoft
- PC Security and Antivirus Software (Trend Micro)

📌 Service desk/first line help desk consultant (Lillo)
🏢 Onesource Consulting
📍 Lillo