First line technical support & Service Desk Medior

At FSMA, on the IT side, there are currently 3 levels of persons/teams working on troubleshooting issues. First line consists of 2 profiles: Service Desk (incident handling/troubleshooting workstations & phones) & PC Desk (preparing IT material), and Office Assistance (assist with MS Office package questions, training and documentation). Second line are internal persons (generalists) that can solve issues or dispatch them to third line. Third line has 2 types: for internally developed applications, internal developers investigate further the issues; for applications managed by them or infrastructure, an external IT service provider handles the tickets.

An ITIL operations way of working is in place.

The candidate will: Participate as a member in the first line team on the Service Desk technical troubleshooting level. Some general tasks more in the corner of PC Desk/Office Assistance are well documented and should also be handled by the candidate. Do Service desk day-to-day tasks and ticket handling as a normal member of the team, with good followup of incident tickets. Improve the knowledge base and draw up very practical checklists (e.g. mail templates) and troubleshooting steps, based on lessons learned of previous issues and on information from second and third line specialists.

Interact with second and third line persons to improve the procedures and documentation.

Specific skills: Proven professional experience in a Service Desk team (>= 5 years) is mandatory. Windows workstation troubleshooting and configuration. Mobile phones & Teams phones troubleshooting and configuration is a plus. An IT background (and education) is mandatory. Other professional experiences in another IT function is a plus. Practical knowledge of Microsoft Windows Office tools (Word, Excel, Outlook, SharePoint), Atlassian Jira (or similar), Atlassian Confluence (or similar).

Experience in Standard Operational Procedure (SOP) and documentation drafting (in English). Certification in ITIL is a plus.

General skills: Team player. Good communicator, there is a lot of direct contact with end users (physical, phone and e-mail). Eager to learn, proactive. IT allrounder, can investigate problems independently. Very-well organized and structured. Punctual in administration. Bilingual NL/FR and good level of EN (writing).

What we offer: A genuine collaborative team spirit. Training on the job. Possibility to work with a myriad of different infrastructure and technologies. Room for initiative. 20 % telework after an initial training period.