About the mandate
You will strengthen the first-line team of a large organisation in Brussels. IT problems are resolved at three levels: the first line (Service Desk, PC Desk and Office Assistance), the second line with internal generalists, and the third line with internal developers or an external IT service provider. An ITIL way of working applies for operations. As a full team member, you will take on the daily tasks and ticket management of the Service Desk, with good follow-up of incidents. You will also take on a number of well-documented PC Desk and Office Assistance tasks. In addition, you will improve the knowledge base and draw up practical checklists and troubleshooting steps, in consultation with the second and third lines.
Responsibilities
- Resolve incidents and faults on workstations and phones as a member of the Service Desk
- Handle tickets and follow up incidents properly
- Carry out general PC Desk and Office Assistance tasks, such as preparing IT equipment and supporting Office queries
- Improve the knowledge base based on previous incidents and information from the second and third lines
- Draw up practical checklists, email templates and troubleshooting steps
- Consult with the second and third lines to improve procedures and documentation
- Maintain direct contact with end users, in person, by phone and by email
Must-haves
- At least 5 years of proven experience in a Service Desk team
- IT background and IT education
- Experience with troubleshooting and configuring Windows workstations
- Practical knowledge of Microsoft Office (Word, Excel, Outlook, SharePoint)
- Practical knowledge of Atlassian Jira or a comparable tool
- Practical knowledge of Atlassian Confluence or a comparable tool
- Experience drawing up standard operating procedures (SOPs) and documentation in English
- Bilingual Dutch/French and good written knowledge of English
Nice-to-haves
- Experience with troubleshooting and configuring mobile phones and Teams phones
- Experience in another IT role
- ITIL certification
What the employer offers
- A genuine, collaborative team spirit
- Training on the job
- Working with diverse infrastructure and technologies
- Room for initiative
- 20% remote working after an initial training period
Galactus Talent
Apply for this job
No account needed. We use your data for this application, and for the Talent Pool only with your separate consent.