First Line Technical Support & Service Desk Medior

HumanInTech; Brussel Hoofdstad; Hybrid; EUR 42,000 - 54,000; Full time

Job summary

HumanInTech is seeking a seasoned IT Helpdesk Analyst to join the first-line support team for a Belgian public-sector organisation in Brussels. You will operate within a three-tier ITIL-aligned support model, handling incidents, troubleshooting workstation and phone issues, and contributing to SOPs and knowledge bases.

The role requires 5+ years in service desk, strong IT background, experience with Windows and Office tools, Jira, Confluence, and bilingual Dutch/French with good English writing.

Qualifications

• 5+ years in a service desk role.
• IT background and formal education.
• Experience with Windows workstation troubleshooting.
• Proficient with Microsoft Office tools (Word, Excel, Outlook, SharePoint).
• Experience with Jira and Confluence (or similar).
• Experience drafting SOPs and English documentation.

Responsibilities

• Handle service desk tasks and incident tickets as a core team member.
• Troubleshoot and resolve workstation and phone issues for end users.
• Follow documented procedures for PC and office tasks.
• Draft practical checklists, mail templates and troubleshooting steps.
• Document lessons learned from issues and from second/third line support.
• Coordinate with second- and third-line teams to improve procedures.

Skills

Service desk experience

Windows troubleshooting

Office tools (Word/Excel/Outlook/Share

Jira

Confluence

SOP documentation

Dutch/French bilingual

English writing

Education

Bachelor's degree

Tools

Jira

Confluence

Job description

What you will do

You will join the first-line IT support team at a Belgian public-sector organisation, working within a structured three-tier support model following ITIL operations practices.

Your day-to-day responsibilities include:

• Handle service desk tasks and incident tickets as a core member of the team, ensuring good follow-up
• Troubleshoot and resolve workstation and phone issues for end users
• Perform general PC desk and office assistance tasks following documented procedures
• Improve the knowledge base by drafting practical checklists, mail templates and troubleshooting steps
• Document lessons learned from previous issues and information gathered from second and third-line specialists
• Interact with second and third-line teams to enhance procedures and documentation

What we are looking for

Essential requirements:

• Proven professional experience in a service desk team (5 years or more)
• IT background and education
• Windows workstation troubleshooting and configuration
• Practical knowledge of Microsoft Office tools (Word, Excel, Outlook, SharePoint)
• Practical knowledge of Atlassian Jira (or similar)
• Practical knowledge of Atlassian Confluence (or similar)
• Experience in drafting Standard Operational Procedures (SOP) and documentation in English
• Bilingual Dutch/French and good level of English (writing)

Desirable:

• Mobile phones and Teams phones troubleshooting and configuration
• Other professional experience in another IT function
• ITIL certification

Personal qualities:

• Team player with good communication skills, comfortable with direct end-user contact (physical, phone and email)
• Eager to learn and proactive
• IT allrounder who can investigate problems independently
• Very well organised and structured
• Punctual in administration

The setting

This assignment runs from 4 January 2027 to 25 June 2027 (6 months). The role is based in Brussels with hybrid working (20% remote after an initial training period).

You will work in a collaborative team environment with training on the job, exposure to a variety of infrastructure and technologies, and room for initiative.

You can join us for this assignment as a freelancer or as an employee of HumanInTech. Same role, same team. If you join as an employee, your employment continues beyond this assignment. When it ends, we’ll work together to find your next assignment.

Location: Brussels, hybrid

Work address: Belgium

Employer / contracting party: HumanInTech

Applications close (Brussels time): November 4, 2026 at 1:00 AM

Engagement: Freelance or employed by HumanInTech

Working hours: Full-time

Experience: 3–5 years or more

Education: Bachelor's or more

Published: October 2026