Service Desk Engineer – 24/7 Shift (Brussels)

About the role

The Service Desk Engineer will join the Mission‑Critical Services team in Brussels, providing first‑line ICT support to Belgian government users such as police, fire, and ambulance services. The role operates on a 24/7 shift schedule and is performed on‑site at the customer’s premises.

Key responsibilities

• Deliver prompt technical assistance via phone, email or ticketing system to minimise business disruption.
• Manage incidents and service requests, ensuring resolution within SLA and proper documentation following ITIL practices.
• Act as the communication bridge between end‑users and internal IT teams, translating issues into actionable tasks.
• Take the lead during emergencies, especially for radio and network‑related incidents.
• Maintain accurate records of support activities and contribute to continuous service improvement.

Required profile

• 2–5 years of experience in an IT support or service‑desk environment.
• Previous experience working in rotating 24/7 shift schedules.
• Fluent in Dutch and French; English is a plus.
• Strong problem‑solving abilities and a customer‑focused mindset.

Required skills

• ITIL framework knowledge.
• Hardware troubleshooting.
• Software troubleshooting.
• Ticketing system usage.
• Radio communications.
• Network troubleshooting.

What we offer

• Work within a dedicated team of 11 professionals.
• Shift rotation designed to support work‑life balance.
• Exposure to critical public‑service environments.