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

Editx; Mechelen; On-site; EUR 36,000 - 52,000; Full time

Job summary

Editx is seeking a Service Desk Analyst / IT Support Engineer (L1/L2) to join our client in Belgium. You will provide first and second-line IT support, manage incidents, and collaborate with international IT teams in a multicultural environment.

You will troubleshoot hardware, software, network, and Microsoft 365 issues, log tickets, and help optimise user experience. The role involves onboarding/offboarding support and maintaining documentation.

Qualifications

• Experience providing first and second-line IT support.
• Logging incidents and requests in line with SLAs.
• Troubleshooting hardware, software, network, and MS 365 issues.
• Primary local IT contact for Belgium-based employees.
• Collaborating with international IT teams and vendors.

Responsibilities

• Provide first and second-line IT support to end users in Belgium.
• Manage incidents, service requests, and technical queries per processes.
• Troubleshoot hardware, software, network, and MS 365 issues.
• Act as local IT point of contact for Belgian staff.
• Log and track tickets using the ITSM platform and follow up.

Skills

IT support

Incident management

MS 365

Networking

Tools

ITSM platform

Ticketing system

Remote desktop

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.

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.