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)