First Line Technical Support & Service Desk Medior

Rhox; Brussel; On-site; EUR 29,000 - 42,000; Full time

Job summary

Rhox is seeking a service desk technician to provide first-line end user support and to document practical troubleshooting steps using ITIL practices across the organization.

You will handle incident tickets, resolve workstation incidents, prepare IT hardware, answer Office questions, write checklists, and collaborate with second- and third-line specialists to continuously improve procedures in English and Dutch or French.

Qualifications

• Minimum five years of service desk experience.
• IT education and professional background.
• ITIL certification.
• English (B2) and Dutch or French as native language.

Responsibilities

• Handle incident tickets and keep records up to date.
• Resolve workstation incidents.
• Prepare IT hardware using documented procedures.
• Answer users' Microsoft Office questions.
• Write practical checklists and troubleshooting steps.
• Improve procedures with second- and third-line specialists.

Skills

Incident handling

Troubleshooting

Documentation

Communication

Collaboration

Independent investigation

English proficiency

Education

ITIL certification

IT education

Tools

Jira

Confluence

Microsoft Office

SharePoint

Microsoft Teams

Windows

SOP drafting

Job description

We're looking for a service desk technician to provide first-line end user support and improve practical troubleshooting documentation using ITIL practices.

What you'll do

• Handle incident tickets and keep records up to date.
• Resolve workstation incidents.
• Prepare IT hardware using documented procedures.
• Answer users' Microsoft Office questions.
• Write practical checklists and troubleshooting steps.
• Improve procedures with second- and third-line specialists.

What you bring

• At least five years of service desk experience.
• IT education and professional background.
• Windows workstation troubleshooting and configuration.
• Microsoft Office (Word, Excel, Outlook, SharePoint) and Microsoft Teams.
• Jira and Confluence, or similar tools.
• Experience drafting Standard Operational Procedures (SOP) and documentation in English.
• ITIL certification.
• Clear communication, independent investigation and accurate administration.
• A proactive, collaborative approach and willingness to learn.
• English (B2).
• Dutch or French (native).

Nice to have

• Mobile phone and Teams Phone troubleshooting and configuration.
• Experience in another IT role.