ICT Helpdesk / Support Engineer
AGAD Technology
About the role
Client:
A Belgian federal research organization based in Brussels that provides independent scientific advice to policymakers in the healthcare sector. The organization supports decision-making by delivering studies and analyses aimed at improving the quality, accessibility, and efficiency of healthcare in Belgium.
The IT environment supports internal users and research teams, with a strong focus on reliability, security, and operational continuity.
Project:
The client is looking for an ICT Helpdesk / Support Engineer to support internal IT operations. The role is focused on providing first-line and second-line support to internal users, ensuring smooth day-to-day IT operations, and managing a wide range of administrative and technical IT tasks.
Key responsibilities include:
● Incident management for internal users
● Escalation to Shared Services and external service providers
● Supporting onboarding and offboarding of employees
● Managing hardware, software, and user access
● Ensuring proper functioning of IT services and collaboration tools
● The consultant will act as a central point of contact for IT support, ensuring that issues are resolved efficiently and that systems remain operational.
Requirements
The client is looking for a Hands-on ICT Support / Helpdesk profile with a broad scope of responsibilities.
Core responsibilities
Helpdesk & Incident Management
● First-line support for internal users
● Incident resolution and escalation when needed User & Access Management
● Creation of user accounts for new employees
● Offboarding (account deactivation, access removal)
● Managing access to:
○ Remote applications
○ File servers
○ Microsoft Teams workspaces
○ Extranet environments
○ Mailboxes
Hardware & Asset Management
● Preparing and configuring computers
● Managing asset inventory
Security
● Badge management
● Monitoring and handling security alerts Infrastructure & Services
● Support for audio/video meeting room infrastructure
● Telephony support
● File server management
Software
● Installation and configuration of specific software Profile expectations Strong hands-on IT support experience
● Ability to manage multiple operational tasks simultaneously
● Structured and organized approach to IT administration
● Strong communication skills with internal users
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