Open position

Service Desk Lead

Do you possess knowledge and skills on the Microsoft 365 platform to join us? Do you enjoy helping solve technical challenges? Then apply to our job opening now!

In fact, we are looking for a colleague to join our service desk team!

Function

As a Service Desk Lead, you will play a key role in improving our IT service desk. You optimize processes and strengthen collaboration with engineers to take the overall service to the next level. By acting proactively and providing customer-focused solutions, you actively work to increase customer satisfaction.

You supervise, support and coach the service desk team, enhancing their skills and knowledge so that they can perform at their best. In addition, you act as the first point of contact for our customers: you handle reports, resolve incidents and change requests, engage second- or third-line support in a timely manner and monitor the progress of the processes.

You report on incidents and solutions, provide after-service and support where necessary, and help colleagues with complex issues. You will also guide them in their technical development and actively contribute to the quality of our services. You will support clients in a variety of sectors, which makes for a varied and challenging work environment.

Core duties and responsibilities

Resolve incidents and handle service requests, with a strong focus on Microsoft 365 (such as Exchange Online, SharePoint, Teams, OneDrive, Intune).
Function as technical point of contact for service desk staff and other colleagues within the organization.
Proactively identify recurring problems and contribute to sustainable, structural solutions.
Actively maintain and improve knowledge documentation, work instructions and procedures.
Manage user accounts, access rights and licenses within Microsoft 365 and EntraID.
Support migrations, updates and implementations of new functionalities within the Microsoft 365 ecosystem.
Thinking about and actively contributing to the further professionalization and optimization of the service desk.

What we like to see (but certainly not a requirement)

Education & experience

Minimum of 3 years experience in a similar service desk or support position.
Demonstrated experience with Microsoft 365 and related technologies.
Certifications such as MS-900, MS-102, MD-102 or similar are a plus.

Technical knowledge

Thorough knowledge of Microsoft 365 (Teams, Exchange Online, SharePoint, OneDrive).
Experience with EntraID, Intune and Endpoint Management.
Familiarity with PowerShell for management and automation.
Knowledge of ITIL processes is a plus.

Personal skills

Customer-oriented and communication skills, both oral and written.
Strong analytical ability and solution-oriented thinking.
Stress resistant and good at setting priorities.
Team player with coaching qualities.

What we offer

A challenging position within a growing IT company.
Room for personal development, coaching and obtaining relevant certifications.
Possibility of a lease car
Possibility of hybrid working.
An informal and collegial working atmosphere where cooperation is key.
Access to the latest technologies and tools within the Microsoft 365 ecosystem.
Active support for your professional growth and technical deepening.
Regular team activities and knowledge-sharing sessions for fun and to inspire and empower each other.

Apply for the position