1. Service Desk Engineer Data Center
Mechelen
Introductie:
Randstad Professionals is a specialist with a thorough knowledge of the world of ICT, right down to specific
niches. In light of the needs we observe there, our recruiters are permanently on the look-out for the right
professionals. Thanks to our organisational structure, based on specific fields and sectors, we are then able to
steer professionals towards challenging opportunities at the right moment. We can do this for the length of an
individual project or throughout an entire career.
Because our specialists are able to opt for a project-based contract, permanent employment or collaboration as
a freelancer, they can decide on their employment status for themselves, and that increases their motivation!
Beschrijving:
Scope:
- Provide a single point of contact for customers IT problems and enquiries.
- Work to tight deadlines, handle a large number of calls or e-mails, and find solutions to help make a
difference to customers.
Tasks:
- Take and receive all customer calls in a professional and courteous manner (L0).
- Follow procedures to ensure all calls are identified as in or out of contracted scope.
- Provide first line fix, wherever possible (L1).
- Apply known solutions, advice and guidance to customers.
- Take change requests from customers and ensure these are accurately logged and referred to the appropriate
support teams.
- Log all calls, using the designated call handling system and entering detailed and accurate information.
- Manage administration tasks within the team, e.g. mails, pc requests, WLan.
- Assign any problems which cannot be resolved during the call to the appropriate support group.
- Keep the customer, when they make follow up calls, fully informed about the progress of any problems which
have been assigned to a support group.
- Identify common and large scales problems and alert the Incident Manager & Team Leader to these.
- Extension of tasks to Datacenter standard activities.
- Extension of tasks for other Datacenter visits (DC normal intervention with procedure or guidance for 3 rd
party access/escort).
Profiel:
Technical skills :
- Understanding of PC technologies.
- Understanding basic Windows operating systems and MS application and common fixes to issues including

2. email Exchange.
- Being able to diagnose issues affecting desktop performance, both generic issues affecting estate and specific
desktop PC issues.
- Knowledge of the ICT infrastructure (hardware, databases, operating systems, local area networks etc.) used
within own organization.
- Understanding of applications used and applying common desktop related fixes such as application not
launching, freezing or missing.
General skills:
- Good general management and business process skills and abilities.
- Trilingual Dutch, French and English
- Ability to develop good relationships with customers and assess their needs.
- Ability to remain calm under pressure and in crisis.
- Ability to provide on the job training to others.
- Good listening skills.
- Good interpersonal skills and customer interfacing skills
- Good communication skills
- Ability to work within a target oriented environment.
- Good analytical skills and an ability to define the precise nature of customer problems.
- Ability to conceptualize problems.
- Ability to give specific and clear instructions and problem-solving advice.
- An ability to work with other support teams to resolve issues and understand their function.
Flexibility:
- Willing to work in a Service window 24 x 7. Meaning work in shifts, day-night, weekdays, weekends and
official holidays.
- Be available “on duty” 1 week every 6 weeks in function of shifts planning and within the limitations of the
Belgian work regulations for Escort and Hands & Eyes onsite interventions. (Datacenter Support Services)
Ons Aanbod:
At Randstad Professionals we match our specialists’ high level of training and flexibility with a salary that is
both motivational and competitive, along with fringe benefits – from collective and hospitalisation insurance to
a company car – and additional training possibilities.
Contact:
Luk Van dycke
Recruitment & Talent Specialist ICT
luk_van_dycke@professionals.randstad.be