Service Desk Analyst – Windows & MS Office

Pauwels Consulting; Neder-Over-Heembeek; Hybrid; EUR 36,000 - 52,000; Full time

Benefits offered by this job

ITIL certification (Nice to Have)

Hybrid work after training

Job summary

Pauwels Consulting is seeking a technical support professional to join a regulatory body in Brussels for a 6-month, full-time hybrid role. You will troubleshoot workstations, manage incidents, and strengthen the knowledge base within an ITIL environment.

You’ll draft SOPs, collaborate with second/third-line teams, and support Office products and collaboration platforms. Required are 5+ years in service desk, Windows expertise, MS Office proficiency, Jira/Confluence experience, and formal IT

Qualifications

• 5+ years in service desk or technical support.
• Strong Windows workstation troubleshooting and configuration.
• Advanced MS Office tools including Word, Excel, Outlook, SharePoint.
• Experience with Jira and Confluence or similar ticketing/docs platforms.
• Experience drafting SOPs and technical documentation.
• Formal IT education background.
• Organized, structured, and timely with administrative follow-up.
• Native Dutch or French, with bilingual in the other language and proficient English.

Responsibilities

• Provide first-line technical support for workstations, mobile devices, and collaboration tools.
• Manage day-to-day incident tickets with follow-up in a structured team.
• Develop and maintain the knowledge base with checklists and templates.
• Collaborate with higher-level teams to improve procedures and docs.
• Assist end-users with Office productivity and collaboration queries.
• Participate in IT hardware preparation and configuration.

Skills

Windows troubleshooting

Microsoft Office

Jira & Confluence

SOP writing

Multilingual (Dutch/French + English)

Proactive problem solving

Education

IT-related education

Tools

Jira

Confluence

Job description

Our client, a prominent regulatory body in the financial sector, is looking for a technical support professional to join their first-line operations team. This role focuses on troubleshooting workstations, managing incident tickets, and enhancing the internal knowledge base within an ITIL environment.

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

• 5+ years of professional experience in a service desk or technical support team.
• Proven expertise in Windows workstation troubleshooting and configuration.
• Advanced proficiency in Microsoft Office tools, including Word, Excel, Outlook, and SharePoint.
• Practical knowledge of Atlassian Jira and Confluence or similar ticket management and documentation platforms.
• Demonstrated experience in drafting Standard Operational Procedures (SOP) and technical documentation.
• You possess a formal educational background in Information Technology.
• You're well-organized, structured, and punctual in administrative follow-up.
• You bring a proactive approach to independent problem-solving and investigation.
• You are a native speaker of Dutch or French with bilingual proficiency in the other and professional working knowledge of English.

Nice to Haves

• ITIL certification.
• Experience with Microsoft Teams and mobile phone troubleshooting.
• Professional experience in other IT functional domains.

• Start date: 04/01/2027
• Duration: 6 months
• Work regime: Full-time
• Location: Brussels
• Working model: Hybrid (20% remote work permitted after an initial training period)
• Contract: open to both permanent employees and freelancers