Service Desk Analyst – Windows & MS Office

Responsibilities

• Provide first-line technical support for workstations, mobile devices, and communication tools.
• Manage day-to-day incident tickets and ensure consistent follow-up as part of a structured support team.
• Develop and maintain the knowledge base by drafting practical checklists and troubleshooting templates.
• Collaborate with second and third-line specialists to improve internal procedures and technical documentation.
• Assist end-users with functional queries related to office productivity suites and collaboration platforms.
• Participate in the preparation and configuration of IT hardware and materials.

Requirements

• 5+ years of professional experience in a service desk or technical support team.
• Proven expertise in Windows workstation troubleshooting and configuration.
• Advanced proficiency in Microsoft Office tools, including Word, Excel, Outlook, and SharePoint.
• Practical knowledge of Atlassian Jira and Confluence or similar ticket management and documentation platforms.
• Demonstrated experience in drafting Standard Operational Procedures (SOP) and technical documentation.
• You possess a formal educational background in Information Technology.
• You're well-organized, structured, and punctual in administrative follow-up.
• You bring a proactive approach to independent problem-solving and investigation.
• You are a native speaker of Dutch or French with bilingual proficiency in the other and professional working knowledge of English.

Nice to Haves

• ITIL certification.
• Experience with Microsoft Teams and mobile phone troubleshooting.
• Professional experience in other IT functional domains.