About the job
Service Desk Technician | Technical Management | Maintenance | 2nd Line Support | Eindhoven | 32 - 40 hours/week | Hybrid
We are looking for a dedicated and customer-focused colleague who can professionally inform and advise property owners and residents. In this second-line role, you will handle more complex inquiries and requests related to building maintenance and technical management. These are the specific questions that fall outside the scope of the first-line service desk. While knowledge of building maintenance and technical management is a plus, we encourage candidates without experience to apply as we offer various internal training opportunities to develop you into a specialist.
You will join a friendly and approachable work environment where hybrid working is supported and we prioritize a healthy work-life balance.
If you can communicate effortlessly and professionally with owners and residents, and if you see it as a challenge to elevate customer satisfaction alongside your colleagues, then we have a suitable opportunity for you, and we look forward to meeting you.
What Will You Do?
As a Service Desk Technician for Maintenance and Technical Management, you will be responsible for addressing complex inquiries and requests related to the maintenance of buildings, installations, facilities, and maintenance plans. You will assess the urgency of issues and coordinate with the appropriate parties while ensuring follow-up. You will frequently interact with internal colleagues, such as technical managers, VVEco, and external parties. Experience or education in this field is advantageous, but initially, you can rely on the knowledge and expertise of experienced colleagues. Through 'learning-on-the-job', you will progressively develop into a knowledgeable and independent second-line assurance professional. You can expect ample personal guidance during this growth and development process, along with access to internal training, shadowing days, online courses, and more.
Your Key Responsibilities Include:
- Acting as a subject matter expert for external parties such as contractors, installers, and maintenance companies;
- Advising colleagues within the Service Desk, Technical Management, and VvE Management based on your technical expertise;
- Receiving and addressing second-line inquiries and requests that fall outside the first-line Service Desk scope;
- Analyzing and assessing inquiries based on content, responsibilities, and urgency;
- Tracking inquiries until full resolution, including feedback to the reporter;
- Monitoring the progress of inquiries and ensuring timely responses.
