Role Overview
We are looking for an experienced IT Helpdesk Officer to join a structured IT support environment operating according to ITIL best practices.
You will be part of the first‑line support team, providing day‑to‑day assistance to end users while actively contributing to knowledge sharing, documentation, and continuous service improvement.
The role combines classic service desk activities with selected tasks related to workstation preparation and office software assistance.
Key Responsibilities
As an IT Helpdesk Officer, you will:
- Act as a first‑line support member, handling incidents and requests on workstations and telephony systems
- Perform daily service desk operations and ensure accurate follow‑up of tickets
- Support users with Microsoft Office tools, including user guidance, basic training, and documentation
- Handle well‑documented tasks related to PC setup and office assistance
- Improve and maintain the knowledge base, including practical checklists, templates, and troubleshooting guides
- Capitalise on lessons learned from previous incidents
- Collaborate closely with second‑ and third‑line support teams to improve procedures and documentation
- Contribute to the continuous improvement of operational processes within an ITIL framework
Required Skills & Experience
Mandatory
- Minimum 5 years of professional experience in a Service Desk or Helpdesk role
- Strong background in IT support (education and professional experience required)
- Solid experience in Windows workstation troubleshooting and configuration
- Practical knowledge of:
- Microsoft Office tools (Word, Excel, Outlook, SharePoint)
- Ticketing and documentation tools such as Jira and Confluence (or similar)
- Experience in drafting Standard Operating Procedures (SOPs) and IT documentation in English
- Bilingual proficiency in Dutch and French
- Good written communication skills in English
Nice to Have
- Experience with mobile devices and Microsoft Teams telephony
- Experience with Intune
- ITIL certification
- Previous experience in another IT function beyond service desk support
Soft Skills
- Strong team player with a collaborative mindset
- Clear and professional communication skills, with direct user interaction (on‑site, phone, email)
- Proactive, eager to learn, and solution‑oriented
- Well‑organised, structured, and able to manage multiple requests effectively
What We Offer
- A long‑term opportunity within a structured and mature IT support organisation
- Exposure to ITIL‑based operations and enterprise‑level IT environments
- A hybrid working model balancing on‑site collaboration and flexibility
- A role where process improvement, documentation quality, and user satisfaction are key priorities
- A professional environment that values expertise, autonomy, and continuous improvement
Opportunities are numerous. From bare applications development to of IT infrastructures management including conception, architecture and requirements analysis.
Although open to technologies used by our customers, ABAKUS IT-SOLUTIONS seeks mainly but not only consultants mastering: Windows and Linux Servers, networks, developments (JAVA, SAP, .NET,…) as well as highly specialized experts for example in cybersecurity or in Content Management System (CMS) (SharePoint, Drupal, WebLogic…).
In terms of non-technical competencies, ABAKUS IT-SOLUTIONS hires dynamic persons, open to the world, interested by innovation and having a keen sense of client relationship.
A very good command of English is essential, the capacity to speak French, German or Dutch is an asset.
Even though most of our positions require at least 3 years of experience, some are open to new starters.
