Context
Our client is a leading company operating a large dealership and service network, supporting a high-volume operational environment. To reinforce ongoing operations, they are strengthening their IT functional support team.
The service desk team (approximately 14 people) provides remote support to internal corporate users and partner networks, organized into dedicated sub-teams by business domain (e.g. Sales, After-Sales).
Role Overview
The IT Functional Service Desk Agent provides first-line support for business applications and IT environments, ensuring smooth operations and high-quality service delivery to internal users and external partners.
The role combines functional application support, basic technical troubleshooting, and customer interaction.
Key Responsibilities
* Provide first-line support for incidents and requests related to business applications
* Deliver support on: Windows 10 / Windows 11 environments, Microsoft Office 365 suite
* Handle and follow up on incidents via: Phone, Ticketing system
* Perform initial analysis and troubleshooting of issues
* Escalate complex incidents to second-line teams or external partners with clear documentati
* Ensure timely and customer-focused resolution of incidents
* Create and maintain technical and functional documentation
Technical Skills
* General IT all-rounder mindset
* Good understanding of: Windows 10 / 11, Microsoft Office 365
* Basic knowledge of: Ticketing tools (e.g. Jira or equivalent), Networking fundamentals (TCP/IP, DNS, DHCP), IT security concepts
* Experience in incident management / ticket handling
Experience
* First experience in an IT Helpdesk / Service Desk role is required
* Experience in a corporate or user-support environment is a plus
Languages
* Dutch or French: full professional proficiency (mandatory)
* English: good working knowledge (nice to have)