First Line Service Desk Engineer

Function

We're looking for a customer-focused ICT Helpdesk Consultant to strengthen our client's support team. As the first point of contact for end users, you will play a crucial role in delivering high-quality IT support within a complex and dynamic environment. You will ensure incidents, service requests, and technical questions are handled professionally, with a strong focus on communication, efficiency, and customer satisfaction.

Working as part of a dedicated service desk, you will support users through multiple channels, including phone, email, and web-based requests, while contributing to the continuous improvement of the overall IT service.

Key Responsibilities

• Register, analyze, and follow up on incidents, service requests, and end-user inquiries.
• Resolve first-line support issues independently and escalate more complex cases to specialized teams when required.
• Ensure clear, accurate, and timely communication with users throughout the resolution process.
• Monitor ticket progress and maintain high service quality standards.
• Contribute to the development and maintenance of the knowledge base and internal documentation.
• Identify recurring issues and propose structural improvements and long-term solutions.
• Provide support on a broad range of ICT-related topics and technologies.
• Participate in the communication and coordination of both minor and major incidents.
• Help drive an efficient, customer-oriented, and high-quality support service.

Technical Skills

• Initial experience within a Service Desk, Helpdesk, or IT Support environment.
• Solid knowledge of:
  • Windows environments
  • Microsoft Office applications
  • Printers and scanners
  • Networking concepts
  • Server environments
  • Tablets and smartphones
• Familiarity with ITIL methodologies and IT Service Management processes.
• Experience with business applications is considered an advantage.
• Ability to consult and understand technical documentation written in English.

Your Profile

The ideal candidate is service-oriented, communicative, and passionate about helping users solve technical challenges. You combine strong analytical skills with a proactive mindset and can remain calm and efficient in fast-paced environments.

• Strong customer service and communication skills.
• Analytical, solution-oriented, and eager to learn.
• Flexible, resilient, and able to manage priorities effectively.
• Excellent command of Dutch and French, with a good understanding of English technical documentation.
• Motivated to contribute to a collaborative team and continuously improve the user experience.

Contactperson & Reference

• Reference #: INW27229
• Pieter Messely
• pieter.messely@i4m.be