Senior IT Service Desk Engineer | Windows 10 & ITIL Expert

Netcompany; Brussel Hoofdstad; Sur place; EUR 42 000 - 54 000; Plein temps

Résumé du poste

Netcompany Belgium is seeking a Service Desk Agent to provide first and second line Digital Workplace support across multiple channels for end users. You will log, categorize, and prioritize incidents, monitor progress, and escalate complex issues as needed.

Ideal candidates have 6+ years in IT service desk or user support, strong Windows 10 and Microsoft 365 knowledge, and fluent English and French. ITIL certification is required, with additional certifications viewed as assets.

Qualifications

• 6+ years of experience in IT Service Desk / User Support, including second line support and workplace management in a demanding environment.
• Strong expertise in Windows 10+ workstation support and Microsoft 365/Office applications.
• Good knowledge of Active Directory, basic Windows/Linux server concepts, networking fundamentals, backup/restore, antivirus, patching and software deployment.
• Excellent communication and interpersonal skills; able to explain complex issues clearly and handle user complaints professionally.
• Strong analytical and troubleshooting skills; able to work under pressure and meet deadlines.
• Excellent knowledge of English and French (spoken and written).
• ITIL certification is required; additional certifications such as Windows 10 MCSA, Microsoft 365 Modern Desktop Administrator etc. are assets.

Responsabilités

• Provide first and second line Digital Workplace support to end users across multiple channels.
• Handle user interactions via phone, ticketing systems, chat, email, and messaging platforms.
• Assist users with software, applications, devices, and IT service-related inquiries.
• Log, categorize, and prioritize incidents and service requests per procedures.
• Monitor and follow up on incidents and requests to ensure timely resolution and customer satisfaction.
• Escalate complex technical issues to appropriate support teams and maintain clear communication with users.

Connaissances

IT Service Desk / User Support

Windows 10+ workstation support

Active Directory

Communication skills

Analytical thinking

English proficiency

French proficiency

Formation

ITIL certification

Outils

Microsoft 365

Office applications

AD tooling

Description du poste

Netcompany Belgium is seeking a Service Desk Agent to provide first and second line Digital Workplace support across multiple channels for end users. You will log, categorize, and prioritize incidents, monitor progress, and escalate complex issues as needed.

Ideal candidates have 6+ years in IT service desk or user support, strong Windows 10 and Microsoft 365 knowledge, and fluent English and French. ITIL certification is required, with additional certifications viewed as assets.