ABOUT BELGOPROCESS

Belgoprocess is a semi-public company that plays a key role in the safe processing of radioactive waste and the dismantling of nuclear installations in Belgium. We combine technological expertise, innovation, and a strong focus on sustainability to contribute to a safe future. At Belgoprocess, you will find yourself in a challenging work environment where safety, teamwork, and professional growth are central. Together with motivated colleagues, you will work on projects that have a direct impact on the environment and society. Join our team and become part of an organization that holds progress and responsibility in high regard!

ABOUT THE POSITION

The position

As a Service Desk Specialist, you are responsible for handling IT problems and questions reported by end users. In addition, you will manage workstations and peripherals so that users can work in optimal conditions.

You work in a structured and customer-oriented way, ensuring that incidents, service requests, and changes are correctly registered, analyzed, and followed up. Thanks to your experience, you can quickly make the right connections, but you do not immediately jump to solutions. You first ask the right questions to fully understand the cause, context, and impact of a problem.

In addition to daily service delivery, you play an active role in the further professionalization of our service desk. Our organization is undergoing a transformation in which a new service management platform will be implemented in the coming years. That is why we are looking for an experienced colleague who wants to contribute ideas on new processes, working methods, and the practical setup of the platform. You will have the opportunity to actively contribute to its rollout and adoption within the organization.

Areas of responsibility and tasks

• Supporting end users via phone, e-mail, and a ticketing system.
• Diagnosing and solving hardware and software problems.
• Registering, analyzing, and following up incidents, service requests, and changes according to agreed processes.
• Actively contributing to the further professionalization of the service desk.
• Contributing ideas about the setup, optimization, and implementation of processes within the future service management platform.
• Supporting the rollout of new working methods and tools within the organization.
• Proactively contributing to security awareness and compliance with security guidelines.
• Documenting solutions and flagging recurring problems.
• Critically evaluating existing working methods and proposing feasible improvements.
• Working closely with IT teams to efficiently resolve problems.
• Managing workstations and peripherals.
• Keeping inventory and stock up to date.

Knowledge and experience

• At least 8 years of experience in a helpdesk, service desk, or end-user support function.
• Experience with ITSM or ticketing systems and a good understanding of service management processes.
• Demonstrable experience with improving or optimizing processes within a service desk environment.
• Interest in actively contributing to a transformation and implementation project of a new service management platform.
• Basic knowledge of IT security and awareness of security risks.
• Experience with application support and resolving user issues in various applications.
• Experience in a complex IT environment with different stakeholders is an advantage.
• Knowledge of ITIL principles or similar service management methodologies is an asset.

Behavioral competences

• Strong communication skills: you can clearly explain technical information to different target groups.
• You are patient and have the talent to reassure users.
• Empathy and a strong service-oriented mindset.
• Able to handle stress, can set priorities, and remain calm under pressure.
• You are constructively critical and actively think about improvements.
• You feel comfortable in an environment that evolves and changes.
• You take initiative and dare to take responsibility.
• Open to feedback and use it to grow personally and professionally.
• Team player who can also work independently, accurately, and in a structured manner.