IT Helpdesk

Our client is a well-established international organization operating within a complex retail and logistics environment. Technology plays a central role in supporting business operations, and the company is investing in delivering a high-quality IT support experience to its internal users.The position is based in the Dilbeek area.

As an IT Service Desk Support Specialist, your responsibilities will include:

• Acting as the first point of contact for IT incidents and service requests.
• Logging, categorizing, prioritizing, and managing tickets through the ITSM platform.
• Performing first-line troubleshooting and resolving technical issues whenever possible.
• Supporting end-user devices, including laptops, desktops, printers, scanners, mobile devices, and standard business applications.
• Assisting users with Microsoft 365 tools, Windows environments, user account administration, and connectivity issues.
• Managing and monitoring tickets through to resolution while ensuring a high level of customer satisfaction.
• Escalating incidents to second-line support teams, external providers, or specialist teams when required.
• Following up on escalated incidents and ensuring timely resolution.
• Documenting solutions, workarounds, and recurring incidents to enrich the knowledge base.
• Collaborating with IT colleagues to improve processes, service quality, and operational efficiency.

The ideal candidate will possess:

• Professional proficiency in French and Dutch, both written and spoken.
• A working knowledge of English for internal communication.
• Previous experience in IT support, service desk, helpdesk, or end-user support functions.
• Exposure to several of the following technologies:
  • Microsoft 365 (Outlook, Teams, Word, Excel)
  • Windows environments and first-level troubleshooting
  • Active Directory and user administration
  • Networking and connectivity fundamentals
  • End-user hardware and peripherals
  • Mobile device support
• Strong customer service and communication skills.
• Excellent organizational skills with a structured approach to ticket management.
• Analytical problem-solving capabilities and the ability to prioritize effectively.
• A collaborative mindset and willingness to contribute to continuous improvement initiatives.
• Curiosity, adaptability, and a genuine desire to develop technical skills further.