Senior Service Desk Analyst - ITIL & Jira (Hybrid Brussels)

Pauwels Consulting; Brussel Hoofdstad; Hybrid; EUR 42,000 - 56,000; Full time

Benefits offered by this job

Hybrid work (20% remote)

Job summary

Pauwels Consulting is seeking a seasoned technical support professional to join the first-line operations team. The role focuses on workstation troubleshooting, incident ticket management, and enhancing the internal knowledge base within an ITIL environment.

Hybrid work in Brussels with 20% remote after training. You will collaborate with higher-level teams, draft SOPs, and help end-users with productivity tools like Office and collaboration platforms.

Qualifications

• 5+ years of professional experience in a service desk or technical support team.
• Proven expertise in Windows workstation troubleshooting and configuration.
• Advanced proficiency with Microsoft Office tools (Word, Excel, Outlook, SharePoint).
• Practical knowledge of Jira and Confluence or similar ticketing/documentation platforms.
• Experience drafting SOPs and technical documentation.

Responsibilities

• Provide first-line technical support for workstations, mobile devices, and communication tools.
• Manage day-to-day incident tickets and follow-up as part of a structured support team.
• Develop and maintain the knowledge base with practical checklists and troubleshooting templates.
• Collaborate with second- and third-line specialists to improve internal procedures and documentation.
• Assist end-users with functional queries related to office productivity suites and collaboration platforms.
• Participate in preparation and configuration of IT hardware and materials.

Skills

Windows troubleshooting

Microsoft Office

Dutch/French bilingual + English

SOP drafting

Independent problem-solving

Education

IT degree in Information Technology

Tools

Jira

Confluence

Job description

Pauwels Consulting is seeking a seasoned technical support professional to join the first-line operations team. The role focuses on workstation troubleshooting, incident ticket management, and enhancing the internal knowledge base within an ITIL environment.

Hybrid work in Brussels with 20% remote after training. You will collaborate with higher-level teams, draft SOPs, and help end-users with productivity tools like Office and collaboration platforms.