L1 Servicedesk Engineer

In4Matic; Oost-Vlaanderen; On-site; EUR 30,000 - 45,000; Full time

Job summary

In4Matic is seeking a first-line Service Desk Engineer to join its IT support team. You will be the initial contact for users with IT issues, combining strong communication with a practical, solution-focused mindset to handle requests from contact to resolution.

Responsibilities include incident registration, first-contact diagnosis, proactive updates, ticket follow-up, and escalation when needed. Fluent Dutch and English are required, with French advantageous, and ITIL knowledge a plus.

Qualifications

• Experience in IT support, service desk, or helpdesk environments.
• Good understanding of structured incident and ticket management.
• Strong knowledge of Microsoft 365.
• Interest in cloud technologies and AI.
• ITIL knowledge or experience with structured IT service management is a plus.
• Accurate and structured ticket registration and follow-up.
• Problem-solving with a pragmatic, solution-focused approach.
• Ability to stay calm and organized with multiple requests.
• Strong sense of ownership and responsibility.

Responsibilities

• Receive, register and classify incidents and service requests.
• Diagnose and resolve issues during first contact.
• Provide clear, proactive communication to users throughout ticket lifecycle.
• Monitor open tickets and ensure follow-ups.
• Escalate incidents to appropriate technical teams when needed.
• Take ownership to prevent requests from getting lost.
• Listen to users to identify the actual technical need.

Skills

IT Helpdesk

Incident management

Microsoft 365

Cloud technologies

AI interest

ITIL knowledge

Tools

Microsoft 365

Job description

We’re looking for a first-line Service 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

• 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

• 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

• 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]