Medior Service Desk Engineer

About the role

ACENSI Belgium is seeking a Medior Service Desk Engineer to join the first‑line support team. You will be responsible for handling incidents, supporting end‑users, and contributing to the continuous improvement of the service desk processes.

Key responsibilities

• Provide day‑to‑day incident handling for workstations, phones and Office applications.
• Document and follow up on tickets, ensuring timely resolution.
• Develop and maintain knowledge‑base articles, checklists and mail templates based on lessons learned.
• Collaborate with second‑ and third‑line specialists to refine procedures and documentation.
• Assist with PC Desk and Office Assistance tasks such as preparing IT material and answering MS Office queries.

Required profile

• Minimum 5 years of proven experience in a Service Desk environment.
• Strong IT background with formal education.
• Team player with good communication skills and a proactive attitude.
• Fluent English for documentation and ticket handling.

Required skills

• Windows workstation troubleshooting and configuration.
• Mobile phone and Teams phone troubleshooting (plus).
• Microsoft Office suite (Word, Excel, Outlook, SharePoint).
• Atlassian Jira (or similar ticketing tool).
• Atlassian Confluence (or similar documentation platform).
• Experience drafting Standard Operating Procedures and documentation in English.
• ITIL certification (plus).

What we offer

• Opportunity to work in a dynamic IT consultancy serving telecom, media, finance and energy sectors.
• Collaborative environment that values learning and professional growth.