Service desk agent (freelance/contract)

Service Desk Agent (SDA) III – L2

Brussels, Belgium

We are seeking a motivated Service Desk Agent (L2) to join a Digital Workplace support team in Brussels. This role is ideal for someone with at least 1 year of professional IT support experience who is ready to grow in a fast‑paced, service‑focused environment.

Role Overview

As an SDA III L2, you will deliver high‑quality Digital Workplace support to end users across the organisation. You will manage user interactions, resolve incidents, provide guidance on applications and services, and ensure a smooth and efficient IT experience.

Key Responsibilities

• Digital Workplace support across devices, applications, and services
• Managing user interactions via phone, ticketing tools, chat, and messaging
• Providing clear, user‑focused guidance on software and IT services
• Following up on incidents and service requests to ensure timely resolution
• Supporting both first‑line and second‑line activities depending on complexity

Required Experience & Skills

First‑Line Skills

• Strong knowledge of Windows 10+ workstation support
• Good understanding of Office 2016+ / Microsoft 365
• Basic knowledge of Windows/Linux server environments and Active Directory
• Familiarity with:
• Account management
• Network setup and protocols
• Backup and restore procedures
• Antivirus management
• Patch and software distribution
• Scanning and printing troubleshooting
• Excellent communication and soft skills
• Analytical mindset with the ability to remain calm under pressure
• Strong service attitude; proactive and responsive
• English and French at C1 level

Second‑Line Skills (Added Advantage)

• Demonstrated commitment to high‑quality support
• Ability to train others (train‑the‑trainer)
• Comfortable working independently and meeting tight deadlines
• Positive, change‑oriented mindset
• Strong listening skills, especially when handling user complaints

Desirable Certifications

(Not mandatory, but a strong plus)

• Windows 10 MCSA
• Microsoft 365 Modern Desktop Administrator Associate
• IT Helpdesk Professional (or equivalent)
• Google IT Support Professional Certificate
• Microsoft Office Specialist (MOS)
• Advanced Windows Troubleshooting
• Call Centre Associate Certification