L1 Servicedesk Engineer

In4Matic; Belgique; Hybrid; EUR 32,000 - 42,000; Full time

Job summary

In4Matic is seeking a first-line Service Desk Engineer to join our IT support team in Belgium. You will be the first point of contact for users, handling IT issues with clear, professional communication and a practical, solution-focused mindset, owning requests from initial contact through to resolution or escalation.

You will triage and classify incidents, resolve many issues at first contact, and maintain proactive updates as tickets progress.

Qualifications

• Previous experience within IT Support, Service Desk or Helpdesk environments.
• Good understanding of structured incident and ticket management.
• Strong knowledge of Microsoft 365.
• Strong interest in Cloud technologies and AI.
• Knowledge of ITIL or experience working with structured IT service management processes is an advantage.
• Accurate and structured when registering, documenting and following up tickets.
• Strong problem-solving skills with a pragmatic and solution-focused approach.
• Able to remain calm and organised while dealing with multiple simultaneous requests.
• Strong sense of ownership and responsibility.

Responsibilities

• Receive, register and correctly classify incidents and service requests.
• Diagnose and resolve as many issues as possible during the first contact.
• Provide clear and proactive communication to users throughout the lifecycle of a ticket.
• Monitor open tickets and ensure appropriate follow-up.
• Escalate incidents to the appropriate technical teams when further expertise is required.
• Take ownership of issues and make sure requests do not get lost between different support teams.
• Listen carefully to users and identify the actual technical need behind their initial question.

Skills

Communication skills

Customer-service mindset

Problem-solving

Organization

Ownership

Tools

Microsoft 365

ITIL

Ticketing systems

Job description

Function

We’re looking for a first-lineService Desk Engineer to join our client’s IT support team. In this role, you will be the first point of contact for users experiencing IT issues or requiring technical assistance. You combine strong communication skills with a practical, solution-oriented mindset and take ownership of requests from initial contact through resolution or escalation.

Your Responsibilities

You will manage incoming support requests through different communication channels and ensure users receive clear, professional and timely assistance.

• Receive, register and correctly classify incidents and service requests.
• Diagnose and resolve as many issues as possible during the first contact.
• Provide clear and proactive communication to users throughout the lifecycle of a ticket.
• Monitor open tickets and ensure appropriate follow-up.
• Escalate incidents to the appropriate technical teams when further expertise is required.
• Take ownership of issues and make sure requests do not get lost between different support teams.
• Listen carefully to users and identify the actual technical need behind their initial question.

Your Profile

You are comfortable working in a fast-moving support environment and can remain structured when handling several requests at the same time.

• Previous experience within IT Support, Service Desk or Helpdesk environments.
• Good understanding of structured incident and ticket management.
• Strong knowledge of Microsoft 365.
• Strong interest in Cloud technologies and AI.
• Knowledge of ITIL or experience working with structured IT service management processes is an advantage.
• Accurate and structured when registering, documenting and following up tickets.
• Strong problem-solving skills with a pragmatic and solution-focused approach.
• Able to remain calm and organised while dealing with multiple simultaneous requests.
• Strong sense of ownership and responsibility.

Communication & Languages

As the first point of contact for users, communication skills are an important part of the role. You are able to translate technical issues into clear explanations and provide a professional customer experience.

• Strong verbal and written communication skills.
• Customer-oriented and able to communicate with both technical and non-technical users.
• Fluent Dutch and English are required.
• French is considered an advantage.

Contactperson & Reference

• Reference #: INCA28163
• Marilyn Weytens
• [e-mail]