First line technical support & Service Desk

OneSource Consulting; Brussel Hoofdstad; Híbrido; EUR 36.000 - 49.000; Jornada completa

Descripción de la vacante

OneSource Consulting is seeking a Medior First Line Technical Support and Service Desk professional to join a hybrid team. You will contribute to incident handling, device troubleshooting, and knowledge-base improvements while aligning with ITIL practices.

Requirements include ≥5 years in a Service Desk, Windows troubleshooting, and strong communication in English, Dutch, or French. The role emphasizes documentation, SOP drafting, and collaboration with second/third-line specialists.

Formación

• Must have professional experience in a Service Desk environment (≥5 years).
• Experience with Windows workstation troubleshooting and configuration.
• Experience with mobile phones and Teams phones troubleshooting is a plus.
• An IT background/education is mandatory.
• Experience in SOP and documentation in English is preferred.

Responsabilidades

• Participate in the first line Service Desk team and handle tickets with good follow-up.
• Perform day-to-day Service Desk tasks and incident handling.
• Improve the knowledge base and create practical checklists and troubleshooting steps.
• Work with second- and third-line teams to improve procedures and documentation.
• Interact with other lines to enhance incident handling and SOPs.

Conocimientos

End user support

Incident handling

Troubleshooting

Office productivity

Jira

Confluence

Teams

Mobile devices troubleshooting

ITIL awareness

Educación

IT background/education

Herramientas

Confluence

Jira

Microsoft Office

Descripción del empleo

Job Title: First line technical support & Service Desk Medior

Duration: 04/01/2027 - 25/06/2027

Mode of work: Hybrid (3 days onsite per week)

Languages: English, Dutch or French

Job Description - Roles and Responsibilities

At Client, on the IT side, we currently have 3 levels of persons/teams working on troubleshooting issues:

• First line: Consists of 2 profiles
• Service Desk (incident handling/troubleshooting workstations & phones) & PC Desk (preparing IT material)
• Office Assistance (assist with MS Office package questions, training and documentation)
• Second line: internal persons (generalists) that can solve issues or dispatch them to third line
• Third line: 2 types
• For internally developed applications, internal developers investigate further the issues
• For applications managed by them or infrastructure, an external IT service provider handles the tickets

An ITIL operation way of working is in place.

The candidate will:

• Participate as a member in the first line team on the Service Desk technical troubleshooting level. Some general tasks more in the corner of PC Desk/Office Assistance are well documented and should also be handled by the candidate.
• Do Service desk day-to-day tasks and ticket handling as a normal member of the team, with good followup of incident tickets
• Improve the knowledge base and draw up very practical checklists (e.g. mail templates) and troubleshooting steps
• Based on lessons learned of previous issues
• Based on information from second- and third-line specialists
• Interact with second- and third-line persons to improve the procedures and documentation

Specific skills

• Proven professional experience in a Service Desk team (>= 5 years) is mandatory
• Windows workstation troubleshooting and configuration
• Mobile phones & Teams phones troubleshooting and configuration is a plus
• An IT background (and education) is mandatory
• Other professional experiences in another IT function is a plus
• Practical knowledge of
• Microsoft Windows Office tools (Word, Excel, Outlook, SharePoint)
• Atlassian Confluence (or similar)
• Experience in Standard Operational Procedure (SOP) and documentation drafting (in English)
• Certification in ITIL is a plus

Skills

• CERTIFICATION ITIL
• Confluence
• END USER SUPPORT
• HARDWARE MANAGEMENT
• Jira
• Microsoft Office
• Microsoft Teams
• MOBILE PHONE
• STANDARD OPERATIONAL PROCEDURE
• TEAMS PHONE
• Windows

Languages

• Dutch or French: Level Native or bilingual proficiency
• English: Level Professional working proficiency