Service Desk Officer

Function

Our client is looking for a hands-on IT support professional to strengthen the Digital Service Desk, the first point of contact for employees and external partners with IT-related questions. In this role, you will provide both first- and second-line support, help manage daily service desk operations, and support users with workplace technology in a structured SLA-driven environment.

Responsibilities

• Handle incoming IT support requests via the ticketing system, email, and telephone.
• Support users with a wide range of laptop and workplace IT issues.
• Provide first- and second-line support in line with agreed service levels.
• Manage service desk coverage as part of a rotating on-duty schedule.
• Assist users who present themselves at the helpdesk reception during opening hours.
• Install and prepare Windows 11 laptops for new colleagues and for device replacements.
• Support end users with laptop software, including Windows 11 and Office 365.
• Collaborate closely with the wider digital support and infrastructure teams.

Technical Skills

• Strong experience in first- and second-line IT support.
• Solid knowledge of laptop hardware and workplace device support.
• Advanced knowledge of Microsoft Windows.
• Advanced knowledge of Office 365.
• Experience with SAP is a plus.
• Ability to use a ticketing system effectively; experience with TOPdesk is an advantage.

Profile

• Medior-level experience in IT service delivery or a similar support role.
• Service-oriented and comfortable working in a busy support environment.
• Able to switch easily between phone, ticket handling, and in-person support.
• Works well in a team and can coordinate smoothly with other IT support functions.
• Practical, structured, and capable of prioritising urgent requests.

Practical Information

• Language requirements: fluent Dutch and professional working English.
• The working language is Dutch, with limited English support required.
• Support is partly provided through a rotating duty schedule, covering phone calls, ticket processing, and reception support.
• The role involves supporting users on-site

Contactperson & Reference

• Reference #: INW27496
• Marilyn Weytens
• marilyn.weytens@i4m.be