Service Desk Engineer Medior

ppFrom to
· Ref: TRDI-ERE-001 /p pFor the Mission-Critical Services, we are looking for a ‘Service Desk Engineer’ with at least 2 – 5 years of relevant experience. /p pAs an IT Service Desk Engineer, you are the first point of contact for ICT related issues and requests, acting as a liaison between end-users and IT teams to ensure clear communication, alignment, and timely resolution. You provide technical support and assistance to end-users, troubleshoot hardware and software problems, and contribute to the overall efficiency of IT operations. Your role is essential in maintaining high levels of customer satisfaction, ensuring ICT services meet performance and quality standards, and driving continuous service improvement. /p h3For this specific role, the candidate: /h3 ul liwill operate within a 24x7 working regime within a team of 11 colleagues also working in a full-continue (24x7) labour agreement. /li liwill take a lead in case of emergency and have broader experience on radio and network (will be the 1st point of contact for the customer, but also someone who the team can fully rely on). /li liwill perform the activities at customer premises, located in the centre of Brussels, hence no homeworking allowed. /li /ul h3Your role

responsibilities:
/h3 pbUser Support: /b Deliver prompt and effective technical assistance via phone, email, or ticketing system to minimize business disruption. End customer are IT teams from the Belgian government sector (ex. police). /p pbIncident Request Management /b: Manage support tickets, ensuring timely resolution and accurate documentation in line with SLAs and ITIL practices. /p pbCommunication Bridge: /b Act as a liaison between end-users and IT teams to ensure clear understanding of issues, expectations, and solutions. /p pbTroubleshooting: /bDiagnose and resolve hardware, software, and network-related issues across various platforms and devices. /p pbService Improvement: /b Implement best practices and contribute to service enhancements to improve support quality and user experience. /p pbPerformance Monitoring: /b Maintain high performance levels by proactively identifying recurring issues, analysing root causes and proposing long-term solutions. /p pbDocumentation Knowledge Sharing /b: Maintain detailed records of incidents, resolutions, and procedures to support team learning and efficiency. /p pbCollaboration /b: Work closely with other IT teams to escalate complex issues and support broader IT initiatives. /p h3Qualifications /h3 ul libEducation /b: Bachelor’s degree in IT /li libCertifications: /b ITIL V3 / V4 certification /li libLanguages /b: Fluent in Dutch and French (English is a plus) /li libExperience: /b /li li2 – 5 years of experience in IT support or Service Desk /li libService Desk engineering

requirements:
/b /li libUser Support Issue Resolution: /b Proven ability to provide first-line technical support, ensuring timely and effective resolution of hardware, software, and network issues. /li libTicket Management /b: Skilled in managing support tickets through ITSM and remote support tools, ensuring accurate logging, prioritization, and resolution in line with service level agreements (SLAs). /li libService Improvement /b: Experience in implementing service improvements and best practices to enhance support quality and operational efficiency. /li libTechnical Troubleshooting /b: Strong diagnostic skills across various platforms and devices, including windows, active directory, desktops, laptops, mobile devices, and enterprise applications. /li libCustomer Service Orientation: /b Demonstrates a user-focused approach with excellent interpersonal skills, ensuring a positive support experience. /li libITIL Process Adherence /b: Familiarity with ITIL principles and service management processes, ensuring structured and consistent support delivery. /li /ul h3Skills /h3 ul liIntegrity, ethics, and values come naturally to you. /li liStrong communication and interpersonal skills, with the ability to interact effectively with users, peers, and IT teams. /li liProven ability to deliver high-quality IT support, working collaboratively with diverse teams and stakeholders. /li liProblem-solving mindset, focused on resolving issues efficiently and improving user experience. /li liCapable of navigating complex user needs and expectations, ensuring clarity and satisfaction. /li liPositive and constructive attitude, even when facing challenging technical or user related situations. /li liResilient under pressure and sociable /li liActs as a role model for the ‘Proximus NXT IT’ values and Growth mindset, promoting continuous learning and service excellence. /li /ul pbLocation /b: Brussels

Working hours
24x7 shift obligations, profiles we will be hiring will need to work in a 24x7 shift regime, on-site at customer premise (centre of Brussels). /p pbLanguages /b: NL/FR. Both local languages are a must. EN is a plus. NL+FR for communication with the end-user