Service Desk Agent

Service Desk Agent (Freelance) - 4 months - Belgium

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Intro

Step into a mission-critical role with RELYzIT Talent, where your expertise powers the backbone of public safety and digital transformation. As a Service Desk Agent (Freelance), you’ll be at the heart of a high-impact project, supporting the Automatic Number Plate Recognition (ANPR) program for our client. This is your opportunity to shape the future of traffic safety and law enforcement technology in Belgium, working alongside a multidisciplinary team of elite builders.

Why This Role Matters (Mission & Outcomes)

The ANPR program is a cornerstone of modern policing, leveraging intelligent camera systems to enhance traffic safety and provide vital information for interventions and investigations. As the first point of contact for users of the ANPR asset management system, your work ensures seamless operations, rapid incident resolution, and the continuous improvement of mission-critical infrastructure. Your impact will be felt across local police zones, highway patrols, and national security operations—making Belgium’s roads safer and smarter.

What You’ll Be Doing

• Delivering first-line technical support: registering, tracking, and resolving user queries and incidents via a ticketing system


• Communicating proactively and reactively with internal teams and external stakeholders regarding the status and progress of tickets and reports


• Preparing clear, actionable reports and analyses to inform decision-making and continuous improvement


• Monitoring and following up on Service Level Agreements (SLAs), escalating supplier performance issues when necessary


• Registering new installations and updates in the asset management tool to maintain accurate system records


• Collaborating with IT and security teams to ensure safe, efficient, and compliant operations


• Identifying structural issues, proposing process improvements, and updating documentation to drive operational excellence

What We’re Looking For

• Minimum 3 years of hands-on experience in a technical support service desk environment, with a proven track record of resolving technical issues efficiently


• Experience using ticketing, reporting, and knowledge management systems


• Basic technical insight into IT systems and applications, with a strong willingness to deepen your knowledge of ANPR technology and its unique challenges


• Service- and user-oriented mindset: you take ownership, communicate clearly, and close tickets with quality and speed


• Ability to work autonomously while collaborating effectively within a multidisciplinary team


• Strong analytical and problem-solving skills; you address root causes, not just symptoms


• Methodical, accurate, and thorough approach to every task


• Critical thinking: you ask the right questions and pursue clarity


• Eagerness to learn and share knowledge with colleagues

Technical Skills

• Basic knowledge of ANPR systems, camera hardware, and associated software (junior level)


• Familiarity with ticketing, reporting, and knowledge management tools


• Understanding of networking fundamentals is a plus

Language Proficiency

• Professional proficiency in English is required


• Knowledge of French and/or Dutch is a strong advantage

Other Requirements

• Freelance position: 4-month contract, with potential for extension


• Start date: September 15, 2026


• Full-time engagement


• Partial remote work: minimum 2 days per week on-site, with flexibility for remote work based on team agreements


• Experience working in multidisciplinary teams is valued