Servicedesk Engineer

Function

We’re looking for an ICT Support professional to join our client’s environment, where you will act as a key point of contact for internal users, supporting daily operations across helpdesk, system administration, and workplace IT services. The role combines incident handling, user administration, and infrastructure support in a dynamic and service-oriented setting.

Responsibilities & Incident Management

• Handle incoming incidents and service requests from internal users

• Perform first-line troubleshooting and resolve issues where possible

• Escalate complex incidents to shared services or external service providers when required

• Use ITSM tooling (ServiceNow) to log, track, and manage incidents, problems, changes, and requests

• Contribute to maintaining a knowledge base and ensuring proper documentation of recurring issues

ICT Support & Administration

• Manage user lifecycle processes:

  • Creation of new user accounts

  • Deactivation of users leaving the organization

• Perform Active Directory administration and access management

• Support hardware-related activities:

  • Preparation and setup of computers

  • Asset inventory tracking and updates

• Manage access to remote applications and ensure proper security configurations

• Assist in managing security-related items such as badges and security alerts

• Provide support for software installation and configuration of specific applications

• Support collaboration and communication platforms:

  • Creation and management of file server folders and permissions

  • Setup and administration of Teams workspaces and Extranet environments

  • Management of mailboxes and telephony support

  • Support for audio-visual infrastructure in meeting rooms

Profile & Technical Skills

• Experience in a junior IT support or helpdesk role (1st, 2nd, or 3rd line support exposure)

• Hands-on experience with:

  • ServiceNow ITSM (Incident, Problem, Change, Request, Knowledge)

  • Active Directory administration

  • Windows operating systems

• Strong troubleshooting mindset and customer-oriented approach

• Ability to manage multiple priorities and escalate issues appropriately

• Good understanding of IT infrastructure and workplace technologies

Languages

• English: required (passive knowledge)

• Dutch: required (passive knowledge)

• French: passive knowledge is considered an asset

Contactperson & Reference

• Reference #: INW25541
• Casper Moyaert
• casper.moyaert@i4m.be