Service Desk Incident Manager


7 months

Dutch French English
400€ - 650€ /day

16/11/2022 - 30/06/2023

Brussels, Belgium

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Job Description


  • You will be part of the Service Integration and Management team (SIAM), which is responsible for supporting end users throughout the group and managing the company’s outsourcing partners.
  • Together with your three colleagues, you will be the first point of contact for all IT-related problems experienced by end users in all branches.
  • You will provide first and second line support for all workplace-related topics.
  • You will take care of on- and off boarding of internal or external employees.
  • In your role, you will provide training and guide internal customers in the use of their workplace tools.
  • You will report to the Siam Manager.
  • You proactively look for improvements to make the work of your colleagues as easy as possible.
  • You follow up tickets (Incidents, Requests, Problems and Changes) by making use of an ITSM tool.
  • You react pro-actively on any recurring incidents.
  • You will coordinate the Changes within your Domain
  • Adhere to ITIL Service Management industry standard processes.
  • You will lead the ICT helpdesk Team

Your profile


  • You have proven experience as an IT support officer an Incident Manager
  • You have sound expertise in supporting Windows applications, laptops, mobile devices.
  • You have proven knowledge of a Microsoft domain environment. (AD, O365, network)
  • Experience in a financial or banking environment is a plus.
  • Holding Microsoft certifications is an asset.
  • You are able to prepare documentation and procedures for end users, both in technical jargon and in user-friendly language.
  • You are an excellent listener, have good interpersonal and communication skills, and enjoy working in a team-oriented, collegial atmosphere.
  • You are fluent both verbal and written in English and either French or Dutch.
  • You have a practical mindset and a can-do mentality which allows you to work independently.

Personal Competences


  • Planning and organizing
  • Communicative
  • Taking responsibility
  • Result oriented
  • Critical thinking
  • Independent
  • Flexible
  • Customer-oriented


Incident Manager - Medior


Dutch - Professional working proficiency

French - Professional working proficiency

English - Full professional proficiency


ITIL - Expert

incident Management - Expert