IT Service Desk Support Engineer

Tasks and responsibilities

Job description

Within the IT support organisation, you join the first line team that handles technical incidents and user support. The environment works with three support levels: first line for day-to-day troubleshooting and user assistance, second line for more general technical analysis, and third line for application-specific or infrastructure-related escalation.

An ITIL-based way of working is in place.

In this role, you:

• Handle first line service desk activities, including incident follow-up and technical troubleshooting for Windows workstations, end-user hardware and phones.
• Support users with day-to-day issues related to PCs, mobile phones, Teams phones and the Microsoft Office environment.
• Carry out documented operational tasks linked to device preparation and end-user assistance.
• Register, track and follow up tickets accurately, with punctual administrative handling.
• Improve the knowledge base by writing practical troubleshooting guides, SOPs, checklists and communication templates.
• Translate recurring issues and lessons learned into clearer support procedures and documentation.
• Work closely with second and third line colleagues to refine processes, documentation and escalation practices.

Your profile

• You have at least 5 years of professional experience in a Service Desk team.
• You have an IT background and relevant education.
• You have solid experience with end-user support, hardware management and independent incident analysis.
• You are comfortable troubleshooting and configuring Windows workstations.
• You have practical experience with Microsoft Office applications such as Word, Excel, Outlook and SharePoint.
• You can support users on Microsoft Teams, mobile phones and Teams phones. Experience in troubleshooting and configuration is an asset.
• You have experience with Jira, Confluence or similar tools.
• You can draft clear operational documentation and Standard Operational Procedures in English.
• Knowledge of ITIL and an ITIL certification are a plus.
• You communicate well and enjoy direct contact with end users, in person, by phone and by e-mail.
• You are structured, proactive, eager to learn and precise in administration.
• You are bilingual in Dutch and French, with a good written level of English.

Offer

You will be part of a growing Belgian SME where initiative and personal development are encouraged. We will provide you with an enjoyable work environment with fun colleagues. We will work out a career plan with you, with attention and a budget for extra education/certification. You can count on an attractive salary, supplemented with extra-legal benefits, including a company car.

(Freelance is also possible)