Service Desk Officer
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- 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
-
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