14 September 2021

ICT Service Desk Engineer


The service desk takes calls and supports all Mainfreight branches and their customers across Europe. As a Service Desk Engineer your main focus will be to field calls from our team around Europa who are experiencing issues with applications and systems. You will provide remote and physical support to ensure coverage during office hours, and periodically in standby after office hours.

The role:

  • answer calls and respond to customer incidents and problems

  • create and resolve tickets according to service level agreements

  • transfer tickets to other teams for resolution or escalates to supervisor

  • provide excellent support at Mainfreight branches and customer locations

  • ability to work under pressure and recognize the importance of teamwork in the support environment

  • follow up with customers to validate that the issue has been resolved

  • work with support teams abroad to resolve tickets as required

  • monitor company infrastructure alerts using specific tools

  • sporadic travel to European branches, implementing changes and projects

  • identify areas for service improvement.

Who we are looking for:

  • 3-5 years of customer service experience

  • passionate about technology with good knowledge of the Microsoft platform, Networking, Printing, Citrix, Exchange, etc

  • ‚ÄčIT and ITIL related certification is considered an asset

  • strong problem solving and communication skills

  • very good verbal and written knowledge of English and Dutch, knowledge of French is an asset

  • ability to listen and identify IT related issues, articulate technical instructions to support clients over the phone using Topdesk as incident management platform

  • ability to collect, examine, and analyze data from a variety of sources and offer solutions

  • flexibility, punctuality and willingness to learn.

How you will operate:

  • This position requires shift work from Monday-Friday, between 7:30-18:30; and from time to time standby during nights and weekends 

  • Main office location in Ostend or Gent (the choice is yours!) with regular travel to other locations in Belgium

  • Willingness to occasionally travel to our other European branches.


Frequently Asked Questions

What we do?
As a part of Mainfreight, you can expect to be helping some of the world’s largest brands become more competitive and efficient. Being a strategic supply chain partner means Mainfreight helps customers get their products from the manufacturer to the end-user in the smartest, most cost-effective way.

Our business can be broken down into three core areas:
Who we are?
It all started in 1978 with a couple of free-thinking entrepreneurs who didn’t care much for rules. As a start-up they challenged the establishment and always took care of their own. Years later, that rebellion and people-first philosophy is still deeply ingrained in our DNA. In 2011 Mainfreight acquired the business of Wim Bosman Group providing further opportunities to expand Mainfreight's international global network with branches throughout Europe.

We have a 100-year vision, that means every person and every decision we make today will leave an imprint on this company now and for 100 years to come. This long-term vision guides us as a business and determines both our decisions and actions every day.

As we extend our operations across the major trading nations of the world, we continue to stand out for the right reasons. It is our uncompromising quality, agility and unique culture which sets us apart.
What is the working culture like?
We are a very flat structured organisation. We have open plan offices and management sit in amongst the team. We do not use the “s” word (staff) and refer to everyone as Team – everyone has a part to play in moving Mainfreight forward and meeting our targets and goals.

We believe in working hard but we also have fun and a laugh while we do it. Our team is empowered to make decisions and have a say in how we do things.
How will my career progress?
Our philosophy is to recruit and ‘grow’ our own people, rather than hire people from other businesses. That is why we invest in and manage the long-term growth and development of our people, right from the start.

Once you have learnt the fundamentals of Mainfreight on the operations floor, you will move into other areas of the business where you will get the right mix of autonomy and support. We believe that smart people can learn the specifics of any role so our focus is on helping you develop personal and professional skills that will allow you take on any role in the business. 

We are an ever-changing business and we are constantly reviewing new ways to help our team develop the world-class skills that will lead our business into the future.
What Training and Development do you offer?
We understand that our biggest asset is our people and that our growth as a business is only limited by our ability to grow our own people. Our training and development strategy reflects this with structured induction, training and development. The Mainfreight difference is that we focus on helping you develop the professional and personal strategies, tools and life skills to step into any role in the business, anywhere in the world.

Our ongoing team development programs around the world currently includes:
  • A full induction program
  • Learning the business from the operations floor-up
  • Structured leadership programmes
  • Personal development courses

Annick Brokken | Training & Recruitment officer
T: +32 59 400 539
E: careers@be.mainfreight.com

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