Service Desk Technician
Be the calm first point of contact for users facing workstation, phone, or Microsoft Office issues in a busy Brussels IT environment. You will resolve incidents, improve documentation, and connect people with the right specialist support when complexity grows.
CONTEXT
Our client, a major player in its sector, is strengthening the first line of defense for its daily digital operations. The service desk is the human face of IT: the place where a blocked workstation, a failing phone, or a confusing Office issue becomes a calm, clear, and fast resolution. This role joins a first-line team in Brussels within an ITIL operational framework, connecting users with second- and third-line specialists while improving the knowledge base and documentation that make support scalable.
ACTIVITIES
- Act as first point of contact for technical support requests from internal users.
- Troubleshoot workstation, telephone, and Microsoft Office issues.
- Log, prioritize, follow up, and close incident tickets within an ITIL framework.
- Escalate complex cases to second- and third-line support with clear diagnostics.
- Maintain and improve the knowledge base, user guides, and support documentation.
- Contribute to PC desk and office assistance cross-functional tasks.
EXPECTED ACHIEVEMENTS
- Faster resolution of first-line incidents and reduced ticket backlog.
- Higher user satisfaction through clear communication and patient support.
- Better knowledge reuse thanks to structured documentation.
- Smoother handovers to specialized support teams.
ENVIRONMENT
- ITIL-based service management and incident ticketing.
- Windows workstation environment, telephony systems, and Microsoft Office.
- Knowledge base and documentation tools.
- Collaboration with second-line, third-line, and PC desk/office assistance teams.
- Clear communication, prioritization, and user-focused support methods.