Service Desk Engineer

Amaris Consulting; Brussel; Sur place; EUR 45 000 - 55 000; Plein temps

Avantages offerts par ce poste

International community

Internal Academy training

Team events

ESG commitments

Résumé du poste

Amaris Consulting in Brussels is seeking a Service Desk Engineer to join an on-site IT team supporting the Belgian public sector. You will handle first-line IT incidents, provide remote and on-site assistance, and ensure service levels are met.

The role requires a Bachelor in IT, ITIL certification, 2–5 years of experience, fluent Dutch and French, and comfort with rotating night shifts in a 24/7 on-site operation. English considered a plus.

Qualifications

• Bachelor’s degree in Information Technology or a related field.
• ITIL V3 or ITIL V4 certification.
• Fluency in Dutch and French; English is a plus.
• Experience in IT support, Service Desk, Helpdesk, or end-user support.
• Experience with rotating shift environments.
• Experience with ITSM tools, ticket management, and remote support solutions.
• Experience troubleshooting Windows environments, Active Directory, desktops, laptops, mobile devices, networks, and enterprise applications.

Responsabilités

• Act as the first point of contact for ICT-related incidents, requests, and emergencies.
• Provide Level 1 technical support via phone, email, and ticketing systems.
• Diagnose and resolve hardware, software, network, access, and enterprise application issues.
• Manage and prioritise support tickets in accordance with SLAs and ITIL processes.
• Accurately document incidents, troubleshooting activities, resolutions, and procedures.
• Escalate complex issues to the appropriate technical teams and follow them through to resolution.
• Act as a communication bridge between end-users and internal IT teams.
• Identify recurring incidents, support root-cause analysis, and contribute to continuous service improvement.

Connaissances

ITIL V3/V4

Dutch fluency

French fluency

English (plus)

Shift work experience

ITSM tools

Windows/AD support

Customer service

Networking basics

Formation

Bachelor's degree in IT

Outils

Active Directory

Windows OS

Description du poste

We are looking for a Service Desk Engineer to join an on-site team in the centre of Brussels. You will provide first-line technical support to IT teams operating within the Belgian public sector, including organisations supporting emergency and essential services.

Your missions

• Act as the first point of contact for ICT-related incidents, requests, and emergencies.
• Provide Level 1 technical support via phone, email, and ticketing systems.
• Diagnose and resolve hardware, software, network, access, and enterprise application issues.
• Manage and prioritise support tickets in accordance with SLAs and ITIL processes.
• Accurately document incidents, troubleshooting activities, resolutions, and procedures.
• Escalate complex issues to the appropriate technical teams and follow them through to resolution.
• Act as a communication bridge between end-users and internal IT teams.
• Identify recurring incidents, support root-cause analysis, and contribute to continuous service improvement.
• Support the team during critical situations and take ownership of urgent incidents.
• Collaborate with a team of approximately 11 Service Desk professionals working in a continuous shift system.

Your profile

• Bachelor’s degree in Information Technology or a related field.
• Between 2 and 5 years of experience in IT support, Service Desk, Helpdesk, or end-user support.
• ITIL V3 or ITIL V4 certification.
• Dutch and French fluent. English is a plus.
• Experience working in a rotating shift environment.
• Experience with ITSM tools, ticket management, and remote support solutions.
• Experience troubleshooting Windows environments, Active Directory, desktops, laptops, mobile devices, networks, and enterprise applications.
• Broader knowledge of network or radio communication systems is an advantage.
• Strong communication, customer-service, and problem-solving skills.
• Ability to remain calm, structured, and reliable in high-pressure or mission-critical situations.

Working conditions

• The position is fully on-site in central Brussels.
• You will work within a 24/7 rotating shift regime.
• The usual schedule includes approximately two or three consecutive night shifts within a 14-day period.
• Shift planning is organised carefully to support a sustainable work-life balance for all team members.

What we offer

• An international community bringing together 110+ different nationalities
• An environment where trust has a central place: 70% of our key leaders started their careers at the first level of responsibilities
• A robust training system with our internal Academy and 250+ available modules
• A vibrant workplace that frequently gathers for internal events (afterworks, team buildings, etc.)
• Sustainability is part of everything we do. You’ll have the opportunity to turn your ideas into action and make a tangible impact. Every day, our teams bring our ESG commitments to life, from reducing our footprint to driving positive change within our communities. Through our WeCare Together program, you’ll be empowered to design and lead projects that create real social or environmental impact, with the company’s full support.

Amaris Consulting is proud to be an equal-opportunity workplace. We are committed to promoting diversity within the workforce and creating an inclusive working environment. For this purpose, we welcome applications from all qualified candidates regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability, or other characteristics.

Who are we?

Amaris Consulting is an independent technology consulting firm providing guidance and solutions to businesses. With more than 1000 clients across the globe, we have been rolling out solutions in major projects for over a decade – this is made possible by an international team of 7,600 people spread across 5 continents and more than 60 countries. Our solutions focus on four different Business Lines: Information System & Digital, Telecom, Life Sciences and Engineering. We’re focused on building and nurturing a top talent community where all our team members can achieve their full potential. Amaris is your steppingstone to cross rivers of change, meet challenges and achieve all your projects with success.

At Amaris, we strive to provide our candidates with the best possible recruitment experience. We like to get to know our candidates, challenge them, and be able to give them proper feedback as quickly as possible. Here's what our recruitment process looks like:

Brief Call: Our process typically begins with a brief virtual/phone conversation to get to know you! The objective? Learn about you, understand your motivations, and make sure we have the right job for you!

Interviews (the average number of interviews is 3 - the number may vary depending on the level of seniority required for the position). During the interviews, you will meet people from our team: your line manager of course, but also other people related to your future role. We will talk in depth about you, your experience, and skills, but also about the position and what will be expected of you. Of course, you will also get to know Amaris: our culture, our roots, our teams, and your career opportunities!

Case study: Depending on the position, we may ask you to take a test. This could be a role play, a technical assessment, a problem-solving scenario, etc.

As you know, every person is different and so is every role in a company. That is why we have to adapt accordingly, and the process may differ slightly at times. However, please know that we always put ourselves in the candidate's shoes to ensure they have the best possible experience.