Service Desk Engineer Medior

Freelancer Opportunity

Job title: Mission Critical Services | Service Desk Engineer

Location: Brussels

Working hours: 24x7 shift obligations, profiles we will be hiring will need to work in a 24x7 shift regime, on-site at customer premise (centre of Brussels).

Languages: NL/FR. Both local languages are a must. EN is a plus. NL+FR for communication with the end-users. It is a 24/7 shift systems within total around 11 persons. It is 2 or 3 nights that follow each other in a 14-day period, in normal conditions.

Note: Candidates must have shift rotation working experience. The planning is formulated in a way to help everyone maintain their life-work balance taking care of each member of the team carefully.

For the Mission-Critical Services, we are looking for a ‘Service Desk Engineer’ with at least 2 – 5 years of relevant experience.

As an IT Service Desk Engineer, you are the first point of contact for ICT related issues and requests, acting as a liaison between end-users and IT teams to ensure clear communication, alignment, and timely resolution.

You provide technical support and assistance to end-users, troubleshoot hardware and software problems, and contribute to the overall efficiency of IT operations.

Your role is essential in maintaining high levels of customer satisfaction, ensuring ICT services meet performance and quality standards, and driving continuous service improvement.

IMPORTANT: You will work for ASTRID Team: (more details on the context to be shared with the candidates for the better understanding of the role): https://www.astrid.be/en

Consultants will be in contact with emergency services from the federal police, ambulances and fire department.

The ideal candidate brings proven experience in IT support or service desk environments, excels in problem-solving and communication, and demonstrates the ability to manage multiple tasks while effectively prioritizing.

A proactive, customer-focused mindset is essential, with a strong commitment to resolving issues efficiently and enhancing end-user satisfaction.

For this specific role, the candidate: - will operate within a 24x7 working regime within a team of 11 colleagues also working in a full-continue (24x7) labor agreement will take a lead in case of emergency and have broader experience on radio and network (will be the 1st point of contact for the customer, but also someone who the team can fully rely on). - will perform the activities at customer premises, located in the center of Brussels, hence no homeworking allowed.

Your role & responsibilities:

User Support: Deliver prompt and effective technical assistance via phone, email, or ticketing system to minimize business disruption. End customer are IT teams from the Belgian government sector (ex. police).

Incident & Request Management: Manage support tickets, ensuring timely resolution and accurate documentation in line with SLAs and ITIL practices.

Communication Bridge: Act as a liaison between end-users and IT teams to ensure clear understanding of issues, expectations, and solutions.

Troubleshooting: Diagnose and resolve hardware, software, and network-related issues across various platforms and devices.

Service Improvement: Implement best practices and contribute to service enhancements to improve support quality and user experience.

Performance Monitoring: Maintain high-performance levels by proactively identifying recurring issues, analyzing root causes and proposing long-term solutions.

Documentation & Knowledge Sharing: Maintain detailed records of incidents, resolutions, and procedures to support team learning and efficiency.

Collaboration: Work closely with other IT teams to escalate complex issues and support broader IT initiatives.

Qualifications:

Education:

Bachelor’s degree in IT

Certifications: ITIL V3 / V4 certification

Languages: Fluent in Dutch and French (English is a plus)

Experience: 2 – 5 years of experience in IT support or Service Desk

Service Desk engineering requirements:

• User Support & Issue Resolution: Proven ability to provide first-line technical support, ensuring timely and effective resolution of hardware, software, and network issues.

• Ticket Management: Skilled in managing support tickets through ITSM and remote support tools, ensuring accurate logging, prioritization, and resolution in line with service level agreements (SLAs).

• Service Improvement: Experience in implementing service improvements and best practices to enhance support quality and operational efficiency.

• Technical Troubleshooting: Strong diagnostic skills across various platforms and devices, including windows, active directory, desktops, laptops, mobile devices, and enterprise applications.

• Customer Service Orientation: Demonstrates a user-focused approach with excellent interpersonal skills, ensuring a positive support experience.

• ITIL & Process Adherence: Familiarity with ITIL principles and service management processes, ensuring structured and consistent support delivery.

Skills:

• Integrity, ethics, and values come naturally to you.

• Strong communication and interpersonal skills, with the ability to interact effectively with users, peers, and IT teams.

• Proven ability to deliver high-quality IT support, working collaboratively with diverse teams and stakeholders.

• Problem-solving mindset, focused on resolving issues efficiently and improving user experience. Capable of navigating complex user needs and expectations, ensuring clarity and satisfaction.

• Positive and constructive attitude, even when facing challenging technical or user-related situations. Resilient under pressure and sociable

• Acts as a role model for the ‘Proximus NXT IT’ values and Growth mindset, promoting continuous learning and service excellence.