First line technical support & Service Desk

Job Title: First line technical support & Service Desk Medior

Location: 1000 Brussels, Belgium

Duration: 04/01/2027 - 25/06/2027

Mode of work: Hybrid (3 days onsite per week)

Languages: English, Dutch or French

Job Description - Roles and Responsibilities

At Client, on the IT side, we currently have 3 levels of persons/teams working on troubleshooting issues:

• First line: Consists of 2 profiles
• Service Desk (incident handling/troubleshooting workstations & phones) & PC Desk (preparing IT material)
• Office Assistance (assist with MS Office package questions, training and documentation)
• Second line: internal persons (generalists) that can solve issues or dispatch them to third line
• Third line: 2 types
• For internally developed applications, internal developers investigate further the issues
• For applications managed by them or infrastructure, an external IT service provider handles the tickets

An ITIL operation way of working is in place.

The candidate will:

• Participate as a member in the first line team on the Service Desk technical troubleshooting level. Some general tasks more in the corner of PC Desk/Office Assistance are well documented and should also be handled by the candidate.
• Do Service desk day-to-day tasks and ticket handling as a normal member of the team, with good followup of incident tickets
• Improve the knowledge base and draw up very practical checklists (e.g. mail templates) and troubleshooting steps
• Based on lessons learned of previous issues
• Based on information from second- and third-line specialists
• Interact with second- and third-line persons to improve the procedures and documentation

Specific skills

• Proven professional experience in a Service Desk team (>= 5 years) is mandatory
• Windows workstation troubleshooting and configuration
• Mobile phones & Teams phones troubleshooting and configuration is a plus
• An IT background (and education) is mandatory
• Other professional experiences in another IT function is a plus
• Practical knowledge of
• Microsoft Windows Office tools (Word, Excel, Outlook, SharePoint)
• Atlassian Jira (or similar)
• Atlassian Confluence (or similar)
• Experience in Standard Operational Procedure (SOP) and documentation drafting (in English)
• Certification in ITIL is a plus

Skills

• CERTIFICATION ITIL
• Confluence
• END USER SUPPORT
• HARDWARE MANAGEMENT
• Jira
• Microsoft Office
• Microsoft Teams
• MOBILE PHONE
• STANDARD OPERATIONAL PROCEDURE
• TEAMS PHONE
• Windows

Languages

• Dutch or French: Level Native or bilingual proficiency
• English: Level Professional working proficiency