Desktop Support Engineer

Cognizant; Brussel; Hybride; EUR 42 000 - 54 000; Plein temps

Avantages offerts par ce poste

Health Insurance

Life Cover

Car or Mobility Budget

Work-from-Home Allowance

32 Vacation Days

Pension Plan

Luncheon Vouchers

Travel Insurance

EcoCheques

Travel & Entertainment Expenses

Laptop

Mobile Phone with Subscription

Résumé du poste

Cognizant Belgium is seeking an IT Support Technician / Desktop Support Engineer to deliver high-quality IT service and user support across the organization. You will support end-user devices, assist with onboarding, and handle incidents through ServiceNow in a hybrid, Belgium-based setting.

You will troubleshoot hardware and software, image laptops, manage device stock, and provide VIP support to partners and senior stakeholders, with day shifts and occasional out-of-hours as required.

Qualifications

• Minimum of 4 years in IT support in a corporate environment.
• Strong troubleshooting and incident management capabilities.
• Experience with Windows 11 and Microsoft 365 applications.
• Familiarity with iPhone/iPad technology and mobile apps.
• Ability to work in a hybrid Belgium-based setting.
• French or Dutch language proficiency is mandatory.

Responsabilités

• Log, monitor, and resolve support requests using the ticketing system.
• Troubleshoot hardware and software issues and escalate when needed.
• Manage lifecycle of end-user devices (imaging, stock, allocation, disposal).
• Provide onboarding support with fully configured devices for new joiners.
• Deliver VIP support for partners and senior stakeholders.
• Imaging laptops in advance, stocking devices, and coordinating replenishment.
• Support after-hours for major incidents as required.
• Assist with network changes, meeting room setup, and other IT tasks.
• Create and maintain troubleshooting documentation and KB articles.

Connaissances

Troubleshooting

Customer service

Communication

Team collaboration

Outils

Windows 11

Office 365 / Microsoft Teams

Intune

Azure Virtual Desktop (AVD)

ServiceNow

Description du poste

Location & Working Model

Belgium | Hybrid | Full-Time

About The Role

As an IT Support Technician / Desktop Support Engineer, you will make an impact by delivering high-quality IT service and user support to all levels of colleagues — both face to face and via email and telephone. You will be a valued member of the IT Service Desk team and work collaboratively with regional offices, third-party suppliers, and internal IT teams to ensure seamless day-to-day technology operations.

In This Role, You Will

• Log, monitor, and resolve support requests and incidents in a timely and accurate manner using the firm's ticketing system.
• Troubleshoot hardware and software issues using diagnostic tools and investigation skills, escalating intelligently when required.
• Manage the full lifecycle of end-user devices — including laptop imaging, stock management, device allocation, return, and disposal — in line with HAM and AMDB processes.
• Deliver onboarding support, ensuring all new starters receive a fully configured, tested, and personalised device kit (laptop, iPhone, peripherals) prior to their joining date.
• Provide VIP support for partners, senior stakeholders, and time-sensitive priority requests, maintaining the highest standards of professionalism at all times.

Shift: Day shift, with occasional out-of-hours support when approved by management. Travel Required: No.

Work Model

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role's business requirements, this is a hybrid position based in Belgium. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured — we will always be clear about role expectations.

Key Responsibilities

• Prioritise BAU tasks and tickets, ensuring all incidents and service requests are logged via the proper channel and updated with accurate notes and status.
• Follow up with users regularly and ensure contact is made at the agreed time.
• Ensure laptops are imaged in advance for BAU, new starters, and break‑fix scenarios.
• Manage laptop and iPhone stock; raise orders via the service portal or contact BRM when replenishment is needed.
• Manage peripheral stock (monitors, mice, headsets) and seek BRM approval to order additional units when required.
• Ensure permanent new hire laptops are ordered on time, imaged, personalised, and tested before the start date; ensure the full new starter kit is ready before the joining date.
• For contingent new starters, allocate a laptop from stock or raise a new starter form to order more if stock is low.
• Collect leaver laptops and update the AMDB in line with current HAM processes; wipe devices using the Blancco process where applicable.
• Reimage laptops still under warranty and prepare them for stock.
• For returned iPhones, wipe via Intune if required, unassign the SIM in the SIM provider portal, and store in stock for future allocation.
• For laptop refresh requests, ensure the correct device (as confirmed by vendor shipping details) is built and assigned, following the build guide and HAM process.
• Conduct routine floor walks to identify and resolve visible IT issues; respond promptly to reception queries regarding meeting room issues.
• For WFH equipment requests, refer users to the Home Equipment Policy.
• Provide assistance to third‑line teams during out‑of‑hours work (incident, change, or service request) when approved by management.
• Support activities such as network changes, meeting room setup, and power shutdown events as required (business and non‑business hours).
• Report, raise, and elevate issues that could become Major Incidents (e.g., network down, laptop build failures) and assist with troubleshooting and testing.
• Track all loan devices and ensure timely return; elevate overdue items to BRM.
• Assist with software installations only if approved and properly licensed; do not install unlicensed software.
• Do not support personal devices unless explicitly approved by management.
• Create and maintain documentation and knowledge base articles for troubleshooting and new IT procedures.
• Ensure accurate AMDB updates for all lifecycle events (allocation, return, repair, lost/stolen, disposal, warranty replacement).
• Support during Major Incidents, including bridge calls, onsite support, testing, and updates to incident managers.
• Provide after‑hours support for major incidents or critical alerts when approved by management.
• Assist with testing after change activities such as deployments, network changes, Intune policy updates, OS updates, and hardware refresh cycles.
• Maintain accurate documentation for local IT processes, including starter/leaver workflows, imaging SOPs, Blancco steps, and device management procedures.
• Support hardware audits by validating inventory, ensuring asset tags match the AMDB, and reconciling discrepancies.
• Handle escalations from the Service Desk requiring onsite support.
• Monitor meeting room equipment (Teams panels, displays, microphones, speakers, network points) and raise issues to AV/Network teams.
• Coordinate with Facilities/Building Management when IT dependencies are involved (power, cabling, floor moves, desk setup).
• Assist with office moves, desk reshuffles, and relocations, ensuring equipment is safely moved, patched, and tested.
• Provide VIP support for partners, senior stakeholders, and time‑sensitive priority requests.

Quality & Process

• Effectively monitor and accurately log and resolve relevant calls in the firm's ticketing system.
• Ensure that any acquired knowledge is entered into the ServiceNow knowledge base.
• Escalate calls intelligently and appropriately; comply with Terms of Engagement when passing calls to other IT teams.
• Communicate clearly and frequently with colleagues and visitors regarding open issues, and set clear expectations regarding resolution timelines.
• Perform agreed recurring administration tasks and assist in the accurate administration of accounts and systems as required.
• Provide innovative suggestions for technology or process improvements and pursue these through the research pipeline.

Professionalism

• Adopt a customer‑centric approach and engage with colleagues and visitors in a friendly and professional manner — responsive, considerate, empathic, with a positive attitude and good follow‑up.
• Personal attire and presentation are of paramount importance in this customer‑facing role; professional and smart dress is required at all times.
• Maintain a good attendance record and minimal lateness.
• Attend and contribute constructively in team meetings and Front Office meetings.
• Effective team working — cooperation, respect, sharing, good humour, open‑mindedness, and a supportive approach.
• Strong communication skills — verbal and written, clear, succinct, and frequent.
• Management of self, time, and resources — accurate, planned, reliable, and consistent in meeting deadlines.
• Follow departmental processes and maintain documentation and logs as required.
• Comply with all HR policies as documented on the intranet.
• Participate in the IT community and contribute to the IT strategy and its goals.

What You Must Have to Be Considered

• A minimum of 4 years' experience in IT support within a corporate environment.
• Proven troubleshooting skills in a corporate computing environment, with strong investigation and diagnostic capabilities.
• Solid working knowledge of Microsoft Windows 11 and the Microsoft Office 365 suite of applications, including Teams.
• Experience with iPhone / iPad technology and mobile apps.
• Competency in general user administration tasks, data/voice cabling, and patching.
• Working experience with AVD (Azure Virtual Desktop).
• Language proficiency in French or Dutch (written and spoken) is mandatory.

These Will Help You Stand Out

• Experience working with legal tools within the legal sector.
• Familiarity with the iManage Document Management System.
• Experience with ServiceNow ticket logging.
• Microsoft Certified Desktop Support Technician (MCDST) or above.
• Working knowledge of ITIL / Service Management best practices.
• Accredited ITIL Foundation certification.
• Experience in leading small‑scale IT projects.

Key Competencies

• Confident communicator in English and French or Dutch.
• Positive attitude — well‑motivated, keen to learn, and willing to work across a full range of support activities.
• Able to work independently, take responsibility, and show initiative to resolve support issues.
• Committed and energetic — willing to complete work outside of normal office hours when required.
• Strong interpersonal skills — ability and drive to work well as part of a team.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

What We Offer

• Health Insurance
• Life Cover
• Car or Mobility Budget
• Work-from-Home Allowance
• 32 Vacation Days
• Pension Plan
• Luncheon Vouchers
• Travel Insurance
• EcoCheques
• Travel & Entertainment Expenses
• Laptop
• Mobile Phone with Subscription