A public financial supervisory authority runs a small, IT operations-focused Service Desk that follows ITIL practices, and this medior service desk role exists to strengthen first-line support, knowledge base management and SOP creation. The team works on Windows workstation troubleshooting and configuration, device management with Intune, and documentation in Confluence while using Jira for ticketing and Microsoft Teams for user communication. This role focuses on hands-on incident resolution and making support procedures more reliable and reusable.
The mission
The Service Desk operates as the organisation's first-line contact for end users, split into two profiles: Service Desk (incident handling for workstations and phones) and PC Desk (preparing and configuring hardware). Second-line generalists handle escalations, and third-line issues go to internal developers or an external service provider, all within an ITIL operations model. Your work matters because clear first-line procedures reduce escalations and keep business users productive.
Day to day you will be part of the first line service desk team. You will handle incidents and service requests in Jira, perform Windows workstation troubleshooting and configuration, enrol and manage devices via Intune, and maintain phone and Teams setups where needed. You will also improve the knowledge base and draft Standard Operating Procedures based on lessons learned from second and third line specialists, so future incidents are solved faster.
Your responsibilities
- Resolve first-line incidents and service requests with clear followup and ownership, reducing time to resolution and escalations.
- Maintain and expand the Confluence knowledge base, turning recurring fixes into step-by-step SOPs and checklists.
- Configure and manage Windows workstations and devices in Intune to ensure consistent deployments and secure configurations.
- Create practical mail and troubleshooting templates for the team to improve end-user communication and incident clarity.
- Collaborate with second and third line specialists to update procedures and incorporate technical lessons into documentation.
- Support phone and Teams troubleshooting and assist the PC Desk with hardware preparation when demand peaks.
Your profile
Essential skills
- Proven Service Desk experience, minimum 5 years, with daily incident handling and ticket ownership.
- Hands-on experience with Microsoft Windows workstation troubleshooting and configuration.
- Practical experience using Intune for device management.
- Familiarity with Atlassian Jira and Confluence for ticketing and documentation.
- Good written English for SOP drafting and documentation.
- Strong organisation, structured approach, and clear communication with end users.
Preferred skills
- ITIL certification or working knowledge of ITIL operations.
- Experience with Microsoft Teams phones and mobile device troubleshooting.
- Previous roles in other IT functions (desktop support, infrastructure or applications) are a plus.
Languages
- Dutch, C1
- French, C1
- English, B2
Education
- Degree in IT or equivalent professional experience