First line technical support & Service Desk

Function

Our client is looking for an experienced IT support professional to strengthen the first-line support function within a structured ITIL-based environment. In this role, you will handle technical troubleshooting, support end users directly, and contribute to improving documentation, procedures, and the overall quality of incident handling.

Responsibilities

• Join the first-line support team and manage day-to-day service desk activities.
• Troubleshoot workstations and other end-user IT issues, while also handling well-documented tasks related to PC preparation and office application support.
• Follow up on incident tickets carefully and ensure proper escalation and communication with second- and third-line support.
• Contribute to the improvement of the knowledge base by creating practical checklists, templates, and troubleshooting steps.
• Use lessons learned and input from other support levels to strengthen procedures and documentation.
• Work closely with colleagues across support layers to improve operational efficiency and consistency.

Technical Skills

• Minimum 5 years of proven professional experience in a service desk environment is mandatory.
• Strong experience in Windows workstation troubleshooting and configuration.
• Practical knowledge of Microsoft Office tools, including Word, Excel, Outlook, and SharePoint.
• Experience with ticketing and knowledge management tools such as Jira and Confluence, or similar platforms.
• Ability to draft standard operating procedures and technical documentation in English.
• Experience with mobile phones and Teams phones is considered a plus.
• ITIL certification is a plus.

Profile

• Background in IT, with relevant education required.
• Strong end-user support skills and a hands-on approach to problem solving.
• Comfortable investigating issues independently and working as a broad IT generalist.
• Highly organized, structured, and accurate in administration.
• Proactive, eager to learn, and able to work well in a team.
• Strong communicator with frequent direct contact with users by phone, email, and in person.
• Experience in another IT-related role is considered an advantage.

Practical Information

• Work arrangement: 20% telework after an initial training period.
• Language requirements: bilingual Dutch/French and a good written level of English.
• This is a long-term consulting opportunity.

Contactperson & Reference

• Reference #: INW28561
• Isa Fars
• isa.fars@i4m.be