Service Desk Medior

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

Specific skills :

• 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)

General skills :

• 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)

Nice to have :

• 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.