IT Servicedesk Specialist

Our IT service desk is the face of our corporate IT department towards the Vos Logistics organisation. Our service desk operations are delivered through a consistent set of tools and processes providing efficient and cost effective IT Services to our customers.
As a member of the IT service desk your mission will be to support our internal users in their day to day work to improve their productivity and effectiveness.

Key reponsabilities:

- Registers and analyzes incidents in order to get them classified and assigned to the right person within the corporate IT Department;
- Uses effective questioning to accurately identify and define user problems or requests;
- Monitors tickets regarding to the (internal) service level and expertise;
- Takes care of authorization duties (user administration, user profiles, configuration management etc.);
- Directly handles first and (sometimes) second line support – troubleshoots IT related problems from in-house software to hardware;
- Forwards complex tickets to the second line support;
- Is aware of the status and progress of tickets and informs users about modifications/details;
- Provides support and (technical) advise to users in the use of the present information system;
- Communicates between the organization and the supplier regarding solving the incidents;
- Workplace management, instalIs, configures, and maintains user workstations and associated peripherals.;
- Performs management activities on server level;
- Process improvement, identifies and proposes imprevements to IT processes;
- Performs several system management tasks on server level and ensures the back-ups are executed;
- Creates a positive customer support experience and builds strong relationships trough deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude;