IT Service Delivery Analyst

For a global customer in Sint-Niklaas, we are searching for a senior freelance IT Support Engineer, responsible for delivering 1^st and 2^nd line technical support while maintaining and improving the company’s hybrid Microsoft infrastructure across multiple business functions. The role combined end-user support, systems administration, infrastructure modernization, and project delivery.

Key Responsibilities

• Provide 1^st and 2^nd line technical support, resolving incidents and service requests within agreed service levels.
• Support and administer a hybrid Microsoft infrastructure comprising on-premises Windows Server environments, Microsoft Azure services, and virtualized server platforms.
• Install, configure, maintain, and troubleshoot end-user devices, including desktops, laptops, thin clients, barcode scanners, handheld scanners, multifunction printers, label printers, and associated peripherals.
• Perform user lifecycle administration, including onboarding, offboarding, account provisioning, password management, and IMAC (Install, Move, Add, and Change) activities.
• Administer Active Directory and Azure Active Directory (Microsoft Entra ID), ensuring appropriate user access and identity management.
• Manage and support Microsoft 365 services, including Exchange Online, Microsoft Teams, SharePoint Online, Office 365, Microsoft Intune, and Azure Active Directory.
• Deploy, configure, and manage endpoint devices using Microsoft Intune, including policy deployment, application management, and device compliance.
• Administer printer infrastructure and industrial label printers, ensuring reliable printing services across office and manufacturing environments.
• Manage file permissions and access control through Active Directory security groups and Distributed File System (DFS).
• Coordinate desktop, laptop, and thin client refresh programmes, including hardware replacement, imaging, deployment, and migration to Windows 11.
• Support infrastructure and business improvement projects, assisting with planning, implementation, testing, and post-deployment support.
• Assist with the migration of legacy on-premises SharePoint and DFS file storage to SharePoint Online and Microsoft Teams.
• Monitor and maintain IT systems to ensure optimal performance, security, and availability.
• Liaise with third-party vendors and internal stakeholders to resolve technical issues and deliver IT services effectively.
• Contribute to the continual improvement of IT Service Management processes by helping structure and standardise the Service Desk in accordance with ITIL best practices.
• Create, review, and maintain technical documentation, knowledge base articles, and standard operating procedures to improve service quality and knowledge sharing.

Technical Environment

• Cloud & Identity: Microsoft Azure, Microsoft Entra ID (Azure Active Directory), Microsoft 365, Office 365
• Messaging & Collaboration: Exchange Online, Microsoft Teams, SharePoint Online
• Endpoint Management: Microsoft Intune, Windows 10, Windows 11
• Infrastructure: Windows Server, Active Directory, Distributed File System (DFS), Virtual Machines (VMware/Hyper-V)
• Hardware: Desktop PCs, Laptops, Thin Clients, Barcode Scanners, Handheld Scanners, Konica Minolta Multifunction Printers, Industrial Label Printers, Peripheral Devices
• IT Service Management: ITIL, Incident Management, Request Fulfilment, Service Desk Operations, Knowledge Management
• Administration: User Provisioning, IMAC, Access Control, Printer Management, Hardware Lifecycle Management, Technical Documentation

Key Deliverables

• Deliver high-quality first- and second-line technical support to end users across office and manufacturing environments.
• Maintain the availability, performance, and security of hybrid Microsoft infrastructure and end-user computing services.
• Successfully support hardware refresh initiatives and Windows 11 deployment projects.
• Contribute to the successful migration of on-premises collaboration and file storage platforms to Microsoft 365 services.
• Improve Service Desk efficiency through ITIL-aligned processes, standardised documentation, and comprehensive knowledge management.
• Ensure reliable operation of business-critical IT systems while supporting continuous improvement initiatives across the organisation.

Additional Details
SENIORITY: Senior
START DATE: September
DURATION: 9 Months
EXTENSION: No
CONTRACT: Freelance
LOCATION: Sint-Niklaas
ONSITE POLICY: Full-time 5 days per week
HOURS PER WEEK: 40
LANGUAGES: Fluent Dutch and English
INTERVIEW PROCESS: 1-2 stages