About this role
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.