First line technical support & Service Desk

In4Matic; Brussel Hoofdstad; Hybrid; EUR 38,000 - 52,000; Full time

Benefits offered by this job

Telework 20%

Job summary

In4Matic is seeking an experienced IT support professional to strengthen the first-line support within a structured ITIL-based environment. You will handle technical troubleshooting, support end users directly, and help improve documentation, procedures, and incident handling quality.

Responsibilities include managing day-to-day service desk activities, troubleshooting Windows workstations, and drafting SOPs in English.

Qualifications

• Minimum 5 years of proven professional experience in a service desk environment is mandatory.
• Strong experience in Windows workstation troubleshooting and configuration.
• Practical knowledge of Microsoft Office tools, including Word, Excel, Outlook, and SharePoint.
• Experience with ticketing and knowledge management tools such as Jira and Confluence, or similar platforms.
• Ability to draft standard operating procedures and technical documentation in English.
• Experience with mobile phones and Teams phones is considered a plus.
• ITIL certification is a plus.

Responsibilities

• Join the first-line support team and manage day-to-day service desk activities.
• Troubleshoot workstations and other end-user IT issues, while also handling well-documented tasks related to PC preparation and office application support.
• Follow up on incident tickets carefully and ensure proper escalation and communication with second- and third-line support.
• Contribute to the improvement of the knowledge base by creating practical checklists, templates, and troubleshooting steps.
• Use lessons learned and input from other support levels to strengthen procedures and documentation.
• Work closely with colleagues across support layers to improve operational efficiency and consistency.

Skills

Service desk experience

Windows troubleshooting

Office tools

Documentation

English SOP drafting

Team collaboration

Communication with users

ITIL awareness

Education

IT-related education

Tools

Jira

Confluence

Job description

Function

Our client is looking for an experienced IT support professional to strengthen the first-line support function within a structured ITIL-based environment. In this role, you will handle technical troubleshooting, support end users directly, and contribute to improving documentation, procedures, and the overall quality of incident handling.

Responsibilities

• Join the first-line support team and manage day-to-day service desk activities.
• Troubleshoot workstations and other end-user IT issues, while also handling well-documented tasks related to PC preparation and office application support.
• Follow up on incident tickets carefully and ensure proper escalation and communication with second- and third-line support.
• Contribute to the improvement of the knowledge base by creating practical checklists, templates, and troubleshooting steps.
• Use lessons learned and input from other support levels to strengthen procedures and documentation.
• Work closely with colleagues across support layers to improve operational efficiency and consistency.

Technical Skills

• Minimum 5 years of proven professional experience in a service desk environment is mandatory.
• Strong experience in Windows workstation troubleshooting and configuration.
• Practical knowledge of Microsoft Office tools, including Word, Excel, Outlook, and SharePoint.
• Experience with ticketing and knowledge management tools such as Jira and Confluence, or similar platforms.
• Ability to draft standard operating procedures and technical documentation in English.
• Experience with mobile phones and Teams phones is considered a plus.
• ITIL certification is a plus.

Profile

• Background in IT, with relevant education required.
• Strong end-user support skills and a hands‑on approach to problem solving.
• Comfortable investigating issues independently and working as a broad IT generalist.
• Highly organized, structured, and accurate in administration.
• Proactive, eager to learn, and able to work well in a team.
• Strong communicator with frequent direct contact with users by phone, email, and in person.
• Experience in another IT-related role is considered an advantage.

Practical Information

• Work arrangement: 20% telework after an initial training period.
• Language requirements: bilingual Dutch/French and a good written level of English.
• This is a long‑term consulting opportunity.

Contactperson & Reference

• Reference #: INW28561
• Isa Fars
• [e-mail]