IT Helpdesk

Our client is a well-established international organization operating within a complex retail and logistics environment. Technology plays a central role in supporting business operations, and the company is investing in delivering a high-quality IT support experience to its internal users.The position is based in the Dilbeek area.

Jobomschrijving

As an IT Service Desk Support Specialist, your responsibilities will include: Acting as the first point of contact for IT incidents and service requests. Logging, categorizing, prioritizing, and managing tickets through the ITSM platform.

Performing first-line troubleshooting and resolving technical issues whenever possible. Supporting end-user devices, including laptops, desktops, printers, scanners, mobile devices, and standard business applications. Assisting users with Microsoft 365 tools, Windows environments, user account administration, and connectivity issues.

Managing and monitoring tickets through to resolution while ensuring a high level of customer satisfaction. Escalating incidents to second-line support teams, external providers, or specialist teams when required. Following up on escalated incidents and ensuring timely resolution.

Documenting solutions, workarounds, and recurring incidents to enrich the knowledge base. Collaborating with IT colleagues to improve processes, service quality, and operational efficiency.

The ideal candidate will possess

Professional proficiency in French and Dutch, both written and spoken. A working knowledge of English for internal communication. Previous experience in IT support, service desk, helpdesk, or end-user support functions.

Exposure to several of the following technologies

Microsoft 365 (Outlook, Teams, Word, Excel) Windows environments and first-level troubleshooting Active Directory and user administration Networking and connectivity fundamentals End-user hardware and peripherals Mobile device support Strong customer service and communication skills. Excellent organizational skills with a structured approach to ticket management. Analytical problem-solving capabilities and the ability to prioritize effectively.

A collaborative mindset and willingness to contribute to continuous improvement initiatives. Curiosity, adaptability, and a genuine desire to develop technical skills further.