ICT Helpdesk / Support Engineer

Client:
A Belgian federal research organization based in Brussels that provides independent scientific advice to policymakers in the healthcare sector. The organization supports decision-making by delivering studies and analyses aimed at improving the quality, accessibility, and efficiency of healthcare in Belgium.

The IT environment supports internal users and research teams, with a strong focus on reliability, security, and operational continuity.

Project:

The client is looking for an ICT Helpdesk / Support Engineer to support internal IT operations. The role is focused on providing first-line and second-line support to internal users, ensuring smooth day-to-day IT operations, and managing a wide range of administrative and technical IT tasks.

Key responsibilities include:

● Incident management for internal users

● Escalation to Shared Services and external service providers

● Supporting onboarding and offboarding of employees

● Managing hardware, software, and user access

● Ensuring proper functioning of IT services and collaboration tools

● The consultant will act as a central point of contact for IT support, ensuring that issues are resolved efficiently and that systems remain operational.

The client is looking for a Hands-on ICT Support / Helpdesk profile with a broad scope of responsibilities.

Core responsibilities

Helpdesk & Incident Management

● First-line support for internal users

● Incident resolution and escalation when needed User & Access Management

● Creation of user accounts for new employees

● Offboarding (account deactivation, access removal)

● Managing access to:

○ Remote applications

○ File servers

○ Microsoft Teams workspaces

○ Extranet environments

○ Mailboxes

Hardware & Asset Management

● Preparing and configuring computers

● Managing asset inventory

Security

● Badge management

● Monitoring and handling security alerts Infrastructure & Services

● Support for audio/video meeting room infrastructure

● Telephony support

● File server management

Software

● Installation and configuration of specific software Profile expectations Strong hands-on IT support experience

● Ability to manage multiple operational tasks simultaneously

● Structured and organized approach to IT administration

● Strong communication skills with internal users