Service Desk Engineer – On‑site, Brussels

About the role

We are seeking a Service Desk Engineer to join our on‑site team in central Brussels. You will be the first point of contact for ICT incidents and requests from public‑sector organisations that provide emergency and essential services.

Key responsibilities

• Provide Level 1 technical support via phone, email and ticketing systems.
• Diagnose and resolve hardware, software, network, access and enterprise‑application issues.
• Manage and prioritise tickets according to SLAs and ITIL processes.
• Document incidents, troubleshooting steps and resolutions accurately.
• Escalate complex problems to specialised teams and follow through to closure.
• Identify recurring incidents, support root‑cause analysis and contribute to continuous improvement.
• Collaborate with a team of roughly 11 Service Desk professionals working a 24/7 rotating shift schedule.

Required profile

• Bachelor’s degree in Information Technology or a related field.
• 2–5 years of experience in IT support, Service Desk or Helpdesk environments.
• ITIL V3 or V4 certification.
• Fluent in Dutch and French; English is a plus.
• Experience working in rotating shift schedules.

Required skills

• Windows operating systems.
• Active Directory.
• ITSM tools and ticket management.
• Remote support solutions.
• Network troubleshooting.
• Enterprise application support.
• ITIL methodology.

What we offer

• International community with 110+ nationalities.
• Strong internal training academy with 250+ modules.
• Vibrant workplace events and a focus on sustainability.
• Structured shift planning to support work‑life balance.