The IT support organization is structured across three levels. First line support handles daily user incidents, equipment preparation, and end-user assistance. More complex issues are managed by internal second line specialists or escalated to third line experts, including internal application specialists and external infrastructure partners.
The selected candidate will:
- Join the first line support team and contribute to Service Desk troubleshooting activities
- Perform daily Service Desk operations and manage tickets with strong follow-up and communication
- Handle a number of well-documented tasks related to IT equipment preparation and end-user assistance
- Contribute to the continuous improvement of the knowledge base by creating practical checklists, templates, and troubleshooting guides
- Capture lessons learned from recurring incidents
- Collaborate closely with second and third line specialists to enhance procedures and documentation
- Proven professional experience in a Service Desk team (>= 5 years) is mandatory
- Windows workstation troubleshooting and configuration
- An IT background (and education) is mandatory
- Practical knowledge of Microsoft Windows Office tools (Word, Excel, Outlook, SharePoint)
- Atlassian Jira (or similar)
- Atlassian Confluence (or similar)
Experience in Standard Operational Procedure (SOP) and documentation drafting (in English)
- Team player
- Good communicator, there is direct contact with end users (physical, phone and e-mail)
- Eager to learn, proactive
- Very-well organized and structured
- Bilingual NL/FR and good level of EN (writing)
- Certification in ITIL is a plus
- Other professional experiences in another IT function is a plus
- Mobile phones & Teams phones troubleshooting and configuration is a plus
- Personal sparring partner in your career evolution
- A client with a long term vision and career opportunities
- Dynamic culture focused on personal development
- Healthy work-life balance
- Develop your training and career path
Our client is a national regulatory authority overseeing a key financial sector. With a strong focus on transparency, consumer protection, and market integrity, the organization plays a vital role in safeguarding the public interest. Joining our client means contributing to meaningful work that has a real impact on society.
If you are ready to take on this challenge and lead our customers and projects to success, please send your resume and cover letter.
