Service Desk Analyst

Il y a 8 heures

Mechelen, Flanders, Belgique Michael Page Temps plein

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As a Service Desk Analyst / IT Support Engineer (L1/L2), your responsibilities will include:

Providing first and second-line IT support to end users.
Managing incidents, service requests, and technical queries in line with established processes and service level agreements.
Troubleshooting hardware, software, network, and Microsoft 365-related issues.
Acting as the primary local IT point of contact for employees based in Belgium.
Logging, tracking, documenting, and resolving tickets using the company's IT Service Management platform.
Collaborating with international IT teams, vendors, and specialist support teams to resolve complex issues.
Monitoring IT systems and escalating recurring or critical issues when required.
Supporting IT projects, deployments, upgrades, and infrastructure changes.
Managing employee onboarding and offboarding activities, including hardware preparation, account setup, and access management.
Supporting meeting room technology, printers, audiovisual equipment, and local IT infrastructure.
Creating and maintaining user documentation, knowledge base articles, and operational procedures.
Identifying opportunities to improve processes, enhance service quality, and optimise the overall user experience.

The successful candidate will have:

At least 2/3 years of experience in an IT Support, Service Desk, or End User Support role.
Fluency in English & Dutch. French is a plus.
Strong knowledge of Microsoft 365, Windows environments, end-user computing, networking fundamentals, and IT security best practices.
Experience managing incidents, service requests, and change-related activities.
Hands-on experience with Active Directory and Microsoft 365 user administration.
Excellent troubleshooting and analytical skills with the ability to resolve technical issues independently.
Strong customer service and communication skills, with the ability to interact effectively with stakeholders at all levels.
A structured, proactive, and solution-oriented approach to work.
The ability to prioritise tasks and manage multiple requests in a fast-paced environment.

ITIL, Microsoft, or other relevant certifications would be considered an advantage.

On a personal level, you are recognised for your customer-centric mindset, team spirit, adaptability, and willingness to continuously learn and improve. You enjoy taking ownership, driving improvements, and delivering an outstanding support experience to end users.

The opportunity to join a stable and internationally recognised organisation.
A key role with strong visibility across the business.
A collaborative, innovative, and multicultural working environment.
Exposure to international teams, modern technologies, and diverse business operations.
A varied position combining operational support, continuous improvement, and project involvement.
A competitive salary package complemented by attractive fringe benefits in line with your experience and expertise.

Service Desk Analyst

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