ABOUT BELGOPROCESS

Belgoprocess is a semi-public company that plays a key role in the safe management of radioactive waste and the decommissioning of nuclear facilities 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 working environment where safety, teamwork, and professional growth are central. Together with motivated colleagues, you work on projects that have a direct impact on the environment and society. Join our team and become part of an organization that highly values progress and responsibility!

ABOUT THE POSITION

As a senior support and service consultant, you are the first point of contact for IT-related questions and issues. You support end users in resolving technical challenges, ranging from hardware problems to more complex application issues. With your solid knowledge of ITIL processes, you ensure that requests and incidents are effectively identified, analyzed, and resolved according to standardized ITIL methodology. In addition, you have a focus on security awareness, where you help prevent security incidents.

Some of your tasks:

• Providing first-line support for end users via telephone, email, and ticketing system.
• Diagnosing and resolving hardware and software issues.
• Supporting application issues and ensuring adequate solutions or escalations.
• Applying ITIL processes to manage service requests, incidents, and changes.
• Proactively contributing to security awareness and compliance with security measures.
• Documenting solutions and procedures for future use and knowledge sharing.
• Maintaining good communication with users and ensuring timely feedback.
• Collaborating with IT teams to resolve issues and improve processes.

Position requirements:

• Degree/proven experience
• At least 5 years of experience in a helpdesk or servicedesk function.
• Demonstrable knowledge of ITIL and experience in applying ITIL processes.
• Basic knowledge of IT security and awareness of security risks.
• Experience with application support and resolving user issues in various applications.
• Problem-solving ability and a customer-oriented mindset.
• Team player, but also able to work independently.
• Experience with ITSM tools (e.g., ServiceNow, Topdesk, 4me, ...) is required.