IT Service Desk Agent – First-line Support

About the role

The IT Service Desk Agent provides first‑line support for business applications and the Windows desktop environment, ensuring smooth operations for internal users and external partners. The role blends functional application assistance, basic technical troubleshooting, and direct customer interaction.

Key responsibilities

• Respond to incidents and service requests related to business applications.
• Support Windows 10/Windows 11 desktops and the Microsoft Office 365 suite.
• Log and manage tickets via phone or a ticketing system (e.g., Jira).
• Perform initial analysis, diagnose issues, and resolve them when possible.
• Escalate complex problems to second‑line teams or external partners with clear documentation.
• Maintain up‑to‑date technical and functional documentation.

Required profile

• At least one year of experience in an IT Helpdesk or Service Desk role.
• Experience in a corporate or user‑support environment is a plus.
• Full professional proficiency in Dutch or French (mandatory).
• Good working knowledge of English (nice to have).

Required skills

• Windows 10 and Windows 11 operating systems.
• Microsoft Office 365 suite.
• Ticketing tools such as Jira or equivalent.
• Basic networking fundamentals (TCP/IP, DNS, DHCP).
• Understanding of IT security concepts.
• Incident management and ticket handling.