Medior IT Service Desk Specialist (Freelance possible)

📋 Tasks and responsibilities

You will work within an internal IT support organization that follows an ITIL-based operating model with three support levels.

• First line: incident handling for workstations and phones, preparation of IT equipment, and user assistance for Microsoft Office questions, training and documentation.
• Second line: internal generalist support that resolves issues directly or routes them to specialists when needed.
• Third line: specialist support for applications and infrastructure.

As part of the first-line team, you will:

• Handle day-to-day service desk activities and ensure accurate follow-up of incident tickets.
• Support end users with troubleshooting and configuration issues related to workstations and phones.
• Take on selected, well-documented tasks related to device preparation and office support.
• Improve the knowledge base by creating practical checklists, troubleshooting steps and email templates.
• Document lessons learned from previous incidents and translate specialist input into clear operational guidance.
• Work closely with second- and third-line colleagues to improve procedures and documentation.

📝Your profile

Experience

• Medior IT Helpdesk Officer profile.
• At least 5 years of proven professional experience within a Service Desk team.
• An IT background and relevant education are required.
• Experience in another IT role is a plus.
• Experience drafting SOPs and operational documentation in English is important.

Technical skills

• Windows workstation troubleshooting and configuration.
• Knowledge of Microsoft Office tools, including Word, Excel, Outlook and SharePoint.
• Experience with Jira and Confluence, or similar tools.
• Troubleshooting and configuration of mobile phones and Teams phones is a plus.
• Knowledge of ITIL is an asset; certification is a plus.
• Additional relevant skills mentioned in the source include Intune, Microsoft Teams and switching.

Soft skills

• Team player with a proactive mindset and eagerness to learn.
• Strong communication skills for direct contact with end users in person, by phone and by email.
• Very well organized and structured.

Languages

• Dutch and/or French.
• English, especially for written communication and documentation.
• The source text also emphasizes bilingual Dutch/French communication as important for this role.

💼 Offer

You will be part of a growing Belgian SME where initiative and personal development are encouraged. We will provide you with an enjoyable work environment with fun colleagues. We will work out a career plan with you, with attention and a budget for extra education/certification. You can count on an attractive salary, supplemented with extra-legal benefits, including a company car.
(Freelance is also possible)