Senior IT Service Desk Digital Enablement Lead (Freelance possible)

📌 Digital Enablement Practice Lead – IT Service Desk

🎯 Role Overview

As Digital Enablement Practice Lead – IT Service Desk, you are responsible for the Digital Enablement practice within the IT Service Desk, aligned with ITIL Service Value System principles.

This is a hands-on operational role focused on strengthening Service Desk performance through knowledge management, digital tools, automation, and AI-enabled capabilities. The position goes beyond traditional break-fix support by promoting service desk modernization, self-service adoption, and Knowledge-Centered Service (KCS) practices.

Your objective is to help Service Desk agents deliver consistent, high-quality support by leveraging:

• structured knowledge,
• digital self-service solutions,
• AI-assisted tools,
• continuous improvement practices.

You also contribute to identifying, reporting, and resolving operational and structural issues, while supporting the adoption of new ways of working.

🛠️ Key Responsibilities

📌 Digital Enablement (ITIL-aligned Practice Ownership)

• Lead the Digital Enablement practice within the IT Service Desk.
• Enable Service Desk agents through digital tools, standardized knowledge, AI-assisted resolution guidance, and self-service capabilities.
• Support the implementation and day-to-day use of digital and AI-based solutions such as virtual agents, copilots, and automation.
• Define and apply clear usage guardrails so that digital tools support human decision-making rather than replace it.
• Co-lead and support the IT Service Desk team to ensure efficient first-line remote support.
• Assist the Service Desk Team Leads with operational coordination, workload management, and prioritization.
• Act as an escalation point for complex, recurring, or cross-team issues.
• Report major incidents and structural operational challenges to the direct manager.

📌 Knowledge & Information Enablement

• Coordinate the creation, review, validation, and continuous improvement of Knowledge Base articles, resolution guides, workarounds, and end-user documentation.
• Ensure knowledge quality, accessibility, relevance, and lifecycle management.
• Promote knowledge reuse to improve First Contact Resolution (FCR) and reduce ticket volume.

📌 Incident & Request Enablement

• Monitor and follow up incidents and service requests received by phone and through ticketing tools such as Jira and ServiceNow.
• Ensure proper documentation, categorization, and escalation to the appropriate teams or partners.
• Identify recurring issues and gaps where digital enablement or automation can improve efficiency.

📌 Continual Improvement & Reporting

• Spot improvement opportunities based on ticket analysis, operational feedback, and digital tool performance.
• Support data-driven improvements to Service Desk processes.
• Provide clear operational reporting and actionable insights to the Service Desk Manager.

🧠 Qualifications

• Proven experience in an operational IT Service Desk or Application Support role.
• Strong analytical and problem-solving skills in complex IT environments.
• Advanced knowledge of Windows 10 and Windows 11.
• Proficiency in Microsoft Office / Microsoft 365.
• Excellent communication skills in Dutch and French; English is a strong asset.
• Ability to provide effective solutions or workarounds and to escalate issues with clear analysis and documentation.
• Knowledge of or exposure to automotive / mobility IT support is a plus.
• Strong interest in digital enablement, knowledge management, automation, and AI-supported ITSM.

📝 Your profile

Experience as: Medior IT Support Analyst

Skills

• Artificial Intelligence (AI)
• Business Process Management
• Change Management
• Digital

Languages

• Dutch or French
• English

💼 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)