User Support Technician

The User Support Technician is responsible for resolving incidents or issues encountered by users at their designated IT workstation. We are looking for someone in the region of Tihange or Doel.

Key Responsibilities:

Incident Management:

• Identify and analyse incidents reported by users.
• Resolve incidents within your area of expertise either remotely or in person using the provided documentation.
• Manage the flow of users visiting the IT Corner, especially during peak times, by effectively communicating and providing excellent customer service.
• Escalate unresolved issues to the appropriate support group.
• Provide advice to users and ensure their satisfaction.

Request Management:

• Fulfil planned user requests within the expected timeframes.
• Perform installations, removals, relocations, and modifications of hardware or software configuration elements.
• Handle the initial management of used items, including cleaning, storage, packaging, and returns.

Documentation and Reporting:

• Provide comprehensive reporting of all activities in the tools provided and to your direct manager.
• Update asset management or stock management information in the relevant tools.
• Contribute to the improvement of documentation through feedback.

Working Hours:

• Presence between 08:00 and 17:00 for the IT Corner (on-site workstation support).

Skills required

• MS Windows 10/11 - general knowledge
• O365 - General knowledge
• Intune - Basic knowledge
• Laptops & mobiles devices (Android, iOS)
• ServiceNow