Senior Service Desk Agent - Hybrid IT Support (EN/FR)

Netcompany; Brussel; Hybrid; EUR 42,000 - 56,000; Full time

Benefits offered by this job

Hybrid work model

Meal allowance

Hospitalization plan

Mobility budget or commuting allowance

Well-being activities

Unlimited Udemy for Business access

Personalized development plan

Job summary

Netcompany Belgium is seeking a Service Desk Agent to provide first and second line Digital Workplace support across multiple channels. The role requires handling inquiries about software, devices, and IT services, logging incidents, and escalating complex issues while keeping users informed.

Ideal candidates have 6+ years in IT service desk or user support, strong Windows 10 and Microsoft 365 expertise, and fluency in English and French.

Qualifications

• Minimum 6 years in IT Service Desk / User Support, including second line support and workplace management.
• Strong expertise in Windows 10+ workstation support and Microsoft 365.
• Knowledge of Active Directory, basic Windows/Linux server concepts, networking, backup/restore, antivirus, patching and software deployment.
• Excellent communication and interpersonal skills; able to explain complex issues simply.
• Strong analytical and troubleshooting skills; able to work under pressure and meet deadlines.
• Fluent in English and French (spoken and written).
• ITIL certification is required; additional technical certifications are assets.

Responsibilities

• 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 to ensure timely resolution and customer satisfaction.
• Escalate complex issues to appropriate teams while maintaining clear communication.

Skills

Windows 10 support

Microsoft 365

Active Directory

Networking basics

Servers (Windows/Linux)

Troubleshooting

Communication skills

English & French

Education

ITIL certification

MCSA / Modern Desktop Administrator / Google IT Support

Job description

Netcompany Belgium is seeking a Service Desk Agent to provide first and second line Digital Workplace support across multiple channels. The role requires handling inquiries about software, devices, and IT services, logging incidents, and escalating complex issues while keeping users informed.

Ideal candidates have 6+ years in IT service desk or user support, strong Windows 10 and Microsoft 365 expertise, and fluency in English and French.