Freelance – L1 Service Desk Medewerker / Engineer (Dutch Speaking)

Location: Leuven region (Belgium)
Working model: Hybrid – 4 days on-site
Contract: 12 months (till end of the year) with possibility of extension
Language: Dutch (mandatory), English (professional working level)

About the Role

For a leading manufacturing client in the Leuven region, we are looking for a Level 1 Service Desk Medewerker / Engineer to support end-users in a dynamic and technical environment. You will act as the first point of contact for IT-related issues and ensure smooth day-to-day operations.

Key Responsibilities

• Provide first-line IT support (L1) to end-users via phone, email or ticketing system
• Troubleshoot and resolve common IT issues related to:
  • Windows 11 environment
  • Office 365 applications
  • User accounts and access (creation, modification, password resets)
• Handle basic telephony issues
• Support hardware troubleshooting (primarily laptops and end-user devices)
• Log, track, and document incidents and service requests
• Escalate complex issues to L2/L3 teams when required
• Ensure excellent customer service and communication at all times

Required Skills & Experience

• Previous experience in a Service Desk / IT Support role (L1)
• Strong troubleshooting mindset and problem-solving skills
• Good knowledge of:
  • Windows 11
  • Microsoft 365 (Office 365)
  • User account management (Active Directory or similar)
• Basic understanding of telephony systems
• Experience with hardware support (laptops, peripherals)
• Strong communication skills and customer-oriented approach

Nice to Have

• Experience in a manufacturing or industrial environment
• Familiarity with ticketing tools (e.g., ServiceNow, Jira, etc.)
• Exposure to ITIL processes

Language Requirements

• Dutch: Fluent (mandatory – user-facing role)
• English: Professional working proficiency