Digital Enablement Practice Lead – IT Service Desk
Role Overview
As Digital Enablement Practice Lead – IT Service Desk, you are responsible for the Digital Enablement practice within the IT Service Desk, aligned with ITIL Service Value System principles.
This is a hands-on operational role focused on strengthening Service Desk performance through knowledge management, digital tools, automation, and AI-enabled capabilities. The position goes beyond traditional break-fix support by promoting service desk modernization, self-service adoption, and Knowledge-Centered Service (KCS) practices.
Your objective is to help Service Desk agents deliver consistent, high-quality support by leveraging:
* structured knowledge,
* digital self-service solutions,
* AI-assisted tools,
* continuous improvement practices.
You also contribute to identifying, reporting, and resolving operational and structural issues, while supporting the adoption of new ways of working.
️ Key Responsibilities
Digital Enablement (ITIL-aligned Practice Ownership)
* Lead the Digital Enablement practice within the IT Service Desk.
* Enable Service Desk agents through digital tools, standardized knowledge, AI-assisted resolution guidance, and self-service capabilities.
* Support the implementation and day-to-day use of digital and AI-based solutions such as virtual agents, copilots, and automation.
* Define and apply clear usage guardrails so that digital tools support human decision-making rather than replace it.
* Co-lead and support the IT Service Desk team to ensure efficient first-line remote support.
* Assist the Service Desk Team Leads with operational coordination, workload management, and prioritization.
* Act as an escalation point for complex, recurring, or cross-team issues.
* Report major incidents and structural operational challenges to the direct manager.
Knowledge & Information Enablement
* Coordinate the creation, review, validation, and continuous improvement of Knowledge Base articles, resolution guides, workarounds, and end-user documentation.
* Ensure knowledge quality, accessibility, relevance, and lifecycle management.
* Promote knowledge reuse to improve First Contact Resolution (FCR) and reduce ticket volume.
Incident & Request Enablement
* Monitor and follow up incidents and service requests received by phone and through ticketing tools such as Jira and ServiceNow.
* Ensure proper documentation, categorization, and escalation to the appropriate teams or partners.
* Identify recurring issues and gaps where digital enablement or automation can improve efficiency.
Continual Improvement & Reporting
* Spot improvement opportunities based on ticket analysis, operational feedback, and digital tool performance.
* Support data-driven improvements to Service Desk processes.
* Provide clear operational reporting and actionable insights to the Service Desk Manager.
Qualifications
* Proven experience in an operational IT Service Desk or Application Support role.
* Strong analytical and problem-solving skills in complex IT environments.
* Advanced knowledge of Windows 10 and Windows 11.
* Proficiency in Microsoft Office / Microsoft 365.
* Excellent communication skills in Dutch and French; English is a strong asset.
* Ability to provide effective solutions or workarounds and to escalate issues with clear analysis and documentation.
* Knowledge of or exposure to automotive / mobility IT support is a plus.
* Strong interest in digital enablement, knowledge management, automation, and AI-supported ITSM.
Your profile
Experience as: Medior IT Support Analyst
Skills
* Artificial Intelligence (AI)
* Business Process Management
* Change Management
* Digital
Languages
* Dutch or French
* English
Offer
You will be part of a growing Belgian SME where initiative and personal development are encouraged. We will provide you with an enjoyable work environment with fun colleagues. We will work out a career plan with you, with attention and a budget for extra education/certification. You can count on an attractive salary, supplemented with extra-legal benefits, including a company car.
(Freelance is also possible)