Service Desk Analyst / IT Support Engineer (L1/L2)

Jobat; Mechelen; On-site; EUR 32,000 - 46,000; Full time

Job summary

Our client is a well-established international organisation with a strong reputation for operational excellence and a people-focused culture. To strengthen its local IT presence in Belgium, the company seeks a service-oriented IT professional who enjoys working in a collaborative and multicultural environment.

As a Service Desk Analyst / IT Support Engineer (L1/L2), you will provide first- and second-line IT support to end users, manage incidents, service requests, and technical queries, and

Responsibilities

• Provide first- and second-line IT support to end users.
• Manage incidents, service requests, and technical queries.
• Troubleshoot hardware, software, network, and Microsoft 365-related issues.
• Act as the local IT point of contact for Belgium-based employees.
• Log, track, document, and resolve tickets using the IT Service Management platform.
• Collaborate with international IT teams, vendors, and specialist support teams to resolve issues.
• Monitor IT systems and escalate recurring or critical issues when required.
• Support IT projects, deployments, and infrastructure changes.
• Assist with employee onboarding and offboarding, including hardware preparation and access management.
• Support meeting room technology, printers, and local IT infrastructure.
• Create and maintain user documentation and knowledge base articles.
• Identify opportunities to improve processes and overall service quality.

Job description

Our client is a well-established international organisation with a strong reputation for operational excellence and a people-focused culture.

To strengthen its local IT presence in Belgium, our client is looking for a service-oriented IT professional who enjoys working in a collaborative and multicultural environment. The organisation promotes knowledge sharing, continuous learning, and professional development while offering employees the opportunity to work closely with both local and international teams.

Jobomschrijving

As a Service Desk Analyst / IT Support Engineer (L1/L2), your responsibilities will include:

• Providing first and second-line IT support to end users.
• Managing incidents, service requests, and technical queries in line with established processes and service level agreements.
• Troubleshooting hardware, software, network, and Microsoft 365-related issues.
• Acting as the primary local IT point of contact for employees based in Belgium.
• Logging, tracking, documenting, and resolving tickets using the company's IT Service Management platform.
• Collaborating with international IT teams, vendors, and specialist support teams to resolve complex issues.
• Monitoring IT systems and escalating recurring or critical issues when required.
• Supporting IT projects, deployments, upgrades, and infrastructure changes.
• Managing employee onboarding and offboarding activities, including hardware preparation, account setup, and access management.
• Supporting meeting room technology, printers, audiovisual equipment, and local IT infrastructure.
• Creating and maintaining user documentation, knowledge base articles, and operational procedures.
• Identifying opportunities to improve processes, enhance service quality, and optimise the overall user experience.