First-Line IT Support Engineer - Service Desk

In4Matic; Oost-Vlaanderen; On-site; EUR 30,000 - 45,000; Full time

Job summary

In4Matic is seeking a first-line Service Desk Engineer to join its IT support team. You will be the initial contact for users with IT issues, combining strong communication with a practical, solution-focused mindset to handle requests from contact to resolution.

Responsibilities include incident registration, first-contact diagnosis, proactive updates, ticket follow-up, and escalation when needed. Fluent Dutch and English are required, with French advantageous, and ITIL knowledge a plus.

Qualifications

• Experience in IT support, service desk, or helpdesk environments.
• Good understanding of structured incident and ticket management.
• Strong knowledge of Microsoft 365.
• Interest in cloud technologies and AI.
• ITIL knowledge or experience with structured IT service management is a plus.
• Accurate and structured ticket registration and follow-up.
• Problem-solving with a pragmatic, solution-focused approach.
• Ability to stay calm and organized with multiple requests.
• Strong sense of ownership and responsibility.

Responsibilities

• Receive, register and classify incidents and service requests.
• Diagnose and resolve issues during first contact.
• Provide clear, proactive communication to users throughout ticket lifecycle.
• Monitor open tickets and ensure follow-ups.
• Escalate incidents to appropriate technical teams when needed.
• Take ownership to prevent requests from getting lost.
• Listen to users to identify the actual technical need.

Skills

IT Helpdesk

Incident management

Microsoft 365

Cloud technologies

AI interest

ITIL knowledge

Tools

Microsoft 365

Job description

In4Matic is seeking a first-line Service Desk Engineer to join its IT support team. You will be the initial contact for users with IT issues, combining strong communication with a practical, solution-focused mindset to handle requests from contact to resolution.

Responsibilities include incident registration, first-contact diagnosis, proactive updates, ticket follow-up, and escalation when needed. Fluent Dutch and English are required, with French advantageous, and ITIL knowledge a plus.