IT Service Desk Support Engineer

Mission

• You will be part of the Service Integration and Management team (SIAM), which is responsible for supporting end users with quality service  throughout the group focusing on communication, continuous improvement, customer engagement and managing the company’s outsourcing partners.

Key result areas

• Together with your three colleagues, you will be the first point of contact for all IT-related problems encountered by end users across Credendo’s offices throughout various European countries
• As Credendo operates multiple locations across Europe, occasionally you may be required to undertake travel to any of the Credendo sites.
• You will provide first and second line support for all workplace-related topics.
• You will work on various projects within the SIAM team.
• In your role, you will provide training and guide internal customers in the use of their workplace tools.
• You will report to and consult with the IT Service Manager
• You proactively look for improvements to make the work of your colleagues as easy as possible.
• You follow up tickets by making use of an ITSM tool.
• You react pro-actively on any recurring incidents.

• You will actively seek enhancements to streamline your colleagues’ tasks, ensuring the work of the Service Desk is as efficient as possible.
• You have strong troubleshooting skills with the ability to diagnose and resolve hardware, software, and network issues efficiently.

Qualifications and Education Requirements

• You have proven experience as an IT support engineer.
• Your expertise is well-established, with hands-on experience in a Microsoft domain setting, including Active Directory, Entra ID, Microsoft 365, Office 365 applications, networking, Intune, MDM, SharePoint, OneDrive, MDE, and the Windows 10 & 11 operating systems.
• Experience in a financial or banking environment is a plus.
• You have at least 5 years of relevant ICT working experience, ideally within large-scale operations.
• Holding Microsoft certifications is an asset.
• You have the ability to create documentation and instructions for your colleagues or end users, in both technical terms and in a format that is understandable to those without technical expertise.
• You are an excellent listener, quick learner, have good interpersonal and communication skills, and enjoy working in a team-oriented, collegial atmosphere.
• You possess excellent communication skills in English, both orally and in writing. Having fluency in French and Dutch is required.
• You have a practical mindset and a can-do attitude which allows you to work independently.

• You are familiar with the ITIL framework and its best practices for incident, problem, and change management.
• You demonstrate administrative capabilities, ensuring the Configuration Management Database (CMDB) is always updated with the utmost accuracy.