Important information

Only applications that meet the criteria set by Aquafin (skills, work experience, language proficiency, and availability) in this job post will be considered. If the above is not respected, Aquafin reserves the right to reject the application.

Attached you will find various documents that form an integral part of the “Statement of Work” and are deemed to be read and approved upon the consultant’s start.

About Aquafin

At Aquafin, we connect people with people, with water, with technology. We stay ahead of change and work towards a living environment in harmony with water. We do this through water purification and sewerage, but also through innovation and the energy transition.

About the job

The Digital Service Desk team is the first point of contact for Aquafin’s 1,450 employees and external partners for all their IT-related questions. The team consists of 6 employees (a Manager Digital Service Desk and 5 Digital Service Desk Officers) and provides both first- and second-line support according to established SLAs.

User inquiries are either submitted directly in Ticketing Service (TOPdesk) or via email to helpdesk@aquafin.be (these emails also end up in TOPdesk). Employees can – preferably only for urgent questions – call the Helpdesk number 03 450 40 40.

Additionally, employees at Aquafin’s headquarters in Aartselaar (Dijkstraat 8) can visit the Helpdesk desk on our Campus between 8 a.m. and 12 p.m. and between 1 p.m. and 5 p.m.

We work with a dual on-call service that is alternately performed by the present Service Desk Officers: every morning and every afternoon, there is one colleague who answers the helpdesk phone and also processes the tickets. Another colleague is then responsible for assisting employees who report to the Helpdesk desk.

Each month, it is recorded who will be on duty for the upcoming month.

In addition to handling IT user inquiries, the Service Desk Officers install laptops with Windows 11 for employees: either for new colleagues or as a replacement for outdated laptops.

Support is provided for laptop software (W11 + O365). Additionally, on June 2, 2025, we will switch from AS400 to SAP (a part will still remain on AS400).

We work closely within the Digital Service Desk team but also with the Digital Systems and Digital Infrastructure departments.

Our working language is Dutch. Occasionally, we need to provide support in English, but this is very limited.