Junior Helpdesk Support Specialist (P1)

About the role

We are looking for a Junior Helpdesk Support Specialist to join the Central Team of the Digital Flanders Loketplatform. The role provides first‑ and second‑line assistance for digital government services used by citizens, businesses and organisations across Flanders.

Key responsibilities

• Handle 1st and 2nd line support tickets with full ownership.
• Analyse, categorise and prioritise incidents and service requests.
• Provide assistance to citizens, partners and internal technical teams.
• Communicate clearly and professionally, both in writing and verbally.
• Maintain and update knowledge and configuration databases.
• Document solutions and share knowledge with the team and the wider helpdesk.
• Monitor communication channels, identify trends and proactively raise issues.
• Collaborate with technical teams and service‑delivery stakeholders to ensure efficient resolution.

Required profile

• Customer‑focused and empathetic.
• Calm and solution‑oriented under pressure.
• Strong communication and active‑listening skills.
• Structured, detail‑oriented and proactive.
• Eager to learn in a fast‑paced environment.
• Motivated by helping users and solving technical problems.

Required skills

• Minimum 1 year experience in a helpdesk or service‑desk role (1st & 2nd line).
• Basic IT knowledge of Windows environments.
• Basic Active Directory knowledge.
• Experience supporting Microsoft Office / Office 365.
• Fundamental understanding of networking concepts.
• Dutch language proficiency at CEFR C2 level.
• Nice to have: ITIL service‑support fundamentals, Jira experience, exposure to digital‑government or large‑scale service environments.

What we offer

• Hybrid working model (minimum 50 % on‑site) in Brussels or Ghent.
• Full‑time permanent contract (5 days/week).
• Opportunity to work within a central digital government service platform.