IT Service desk engineer - Anankei

Mechelen BE

For our customer we’re looking for a talented IT Service desk engineer.

In the first place we’re looking for candidates with the “Anankei DNA”.
Our DNA embodies a positive and joyful attitude.
Dream IT , Trust IT, Go for IT !

Accountabilities :

•Act as a service desk contact for tickets, phone calls and emails from staff regarding IT issues and queries;
•Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner;
•To maintain a high degree of customer service for all support queries and adhere to all service management principles;
•To arrange and follow up external technical support where problems cannot be resolved in house;
•Maintaining an Asset Database and track changes;
•Make new user accounts and mailboxes;
•Create and maintain official helpdesk procedures and documentation (SOP, WI, CL);
•Install and configure PCs, laser printers, label printers, tablets;
•Assist in the creation and maintenance of service desk automations & projects (PC Imaging, Patch updates & Security updates, Anti-Virus rollouts / updates etc…);
•Assist in the maintenance of the desk lay-out and IT solutions provided to end users;
•Escalate unresolved calls to the infrastructure support team;
•Provide stats for the weekly Service Desk report on call trends;
•Publishing support documentation to assist staff with requests for information & provide staff training if required.


•Basic knowledge and experience of ICT;
• At least 1 year of experience in a similar function;
•Show initiative, autonomy and good analytical skills;
•Prepared to expand knowledge;
•Creative and proactive;
•Good communication skills;
•Team player, able to work independently;
•Resilient to stress and high pressure;
•Planning & organisation – Planning & organization: plans and organizes own work(load) in an effective way by setting priorities and meeting deadlines;
•Adaptability to change – Embracing change: is open for change and willing to adapt to changing tasks, priorities and unexpected events;
•Resilience – Displays a positive attitude in the face of ambiguity, stress and change;
•Communication & influencing – Communicates with clarity: speaks and writes clearly and to-the-point; active listener;
•Analytical thinking – Gathers information from varied sources, analyzes data in a critical way using common sense and logical thinking;

•Software and database applications:
Active Directory and MS Exchange (creation of users and groups), Windows Permissions
Good basic knowledge of current hard- and software
Good basic knowledge of Windows Operation Systems, MS Office Professional
Good basic knowledge of networks

Good knowledge, orally and in writing of Dutch, preferably also English.