28 September 2021

IT Service Desk Analyst

Support | Brussels, Belgium

The primary role of the IT Service Desk Analyst is to field calls from users\clients experiencing issues with supported applications and systems. Incidents are logged within a ticket management system. The  role provides remote and physical support on a variable schedule to ensure required coverage during business hours and in standby after hours. The Mainfreight Service Desk team supports and takes calls from all Mainfreight branches and their customers across Europe. 

Your Tasks:

  • Answers user calls and responds to customer incidents and problems; 

  • Creates and resolves tickets according to service level agreements; 

  • Transfers tickets to other teams as required for resolution or escalates to supervisor;

  • Provide excellent desk side and over the phone support at MFT branches and customer locations;

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

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

  • Works with abroad support teams to resolve tickets as required; 

  • Monitor company infrastructure alerts using specific tools; 

  • Sporadic travel to European branches, implementing changes and projects; 

  • Identifies areas for Continuous Service Improvement. 

Skills and Abilities: 

  • 3-5 years of Customer Service experience and good knowledge of the Microsoft Platform, Networking, Printing, Citrix, Exchange etcetera; 

  • Strong problem solving and communication skills; 

  • Very good in English and Dutch, both verbal and written – knowledge of French/German is an asset ; 

  • Ability to listen and identify IT related issues, articulate technical instructions to support our 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; 

  • IT and ITIL related certification is considered as an asset; 

  • Flexible, adaptive, punctuality, willing to learn, team player are key aspects for this position; 

  • Knowledge and experience in the transportation and logistics business is an advantage; 

  • Passionate about technology and culturally sensitive 

Hours of Operation: 

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

  • Main office location preferably in Ostend, Ghent, Brussels (airport) or Antwerp is also possible, regular travel to other locations in Holland/Belgium;
  • Willingness to 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

Melvin Westerveld | Recruiter
T: +31 314 678 361

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