Service Desk Medior

Mission Overview:

Join Keystone Solutions as an IT Helpdesk Officer for a consultancy mission supporting our client in the financial sector. You will operate as a Keystone Solutions consultant, delivering first-line service desk activities, contributing to knowledge base improvements, and collaborating closely with second and third line teams under an ITIL operations framework.

Consultancy Model:

As a Keystone Solutions consultant, you will work on-site with the client and collaborate with their internal and external stakeholders. You will apply the client's processes and tools while benefiting from Keystone Solutions' support structure. Your day-to-day work will integrate seamlessly with the client's teams, ensuring responsive incident handling, strong user communication, and continuous improvement of procedures and documentation.

About the Client (Anonymized):

The client acts as a supervisor of the financial sector and strives to ensure fair and correct treatment of financial consumers. They advocate for transparent and understandable financial products, a transparent functioning of the financial markets, proper financial services, and improved financial education. Work performed for the client contributes to the public interest.

Team Structure and Ways of Working:

• First line: Consists of two profiles
  • Service Desk (incident handling workstations and phones) and PC Desk (preparing IT material)
  • Office Assistance (assist with MS Office package questions, training and documentation)
• Second line: Internal generalists who resolve issues or dispatch them to third line
• Third line: Two types
  • Internal developers for internally developed applications
  • An external IT service provider for applications managed by them or infrastructure
• An ITIL operations way of working is in place.

Key Responsibilities:

• Participate as a member in the first line team on the Service Desk troubleshooting level. Some general tasks more in the corner of PC Desk/Office Assistance are well documented and should also be handled.
• Perform Service Desk day-to-day tasks and ticket handling as a normal member of the team, ensuring good follow-up of incident tickets.
• Improve the knowledge base and draw up very practical checklists (e.g., mail templates) and troubleshooting steps
  • Based on lessons learned from previous issues
  • Based on information from second and third line specialists
• Interact with second and third line personnel to improve procedures and documentation.

All responsibilities are executed under Keystone Solutions' consultancy model, working closely with the client's teams.

Specific Skills:

• Proven professional experience in a Service Desk team (5+ years) is mandatory.
• Windows workstation troubleshooting and configuration.
• Mobile phones and Microsoft Teams phones troubleshooting and configuration is a plus.
• An IT background (and education) is mandatory.
• Other professional experiences in another IT function is a plus.
• Practical knowledge of:
  • Microsoft Windows Office tools (Word, Excel, Outlook, SharePoint)
  • Atlassian Jira (or similar)
  • Atlassian Confluence (or similar)
• Experience in Standard Operational Procedure (SOP) and documentation drafting (in English).
• Certification in ITIL is a plus.

General Skills:

• Team player.
• Good communicator; direct contact with end users (physical, phone, and e-mail).
• Eager to learn, proactive.
• Very well organized and structured.
• Bilingual Dutch or French at full professional proficiency, and English at a good writing level.

Consultancy Advantages with Keystone Solutions:

• Consultancy nature of work: Operate on-site with the client as a Keystone Solutions consultant, integrating into their environment while receiving Keystone support.
• Dynamic projects: Tackle diverse service desk and end-user support challenges, collaborating with multi-level teams (first, second, and third line).
• Turbo-charged learning and development: Expand your technical breadth across Windows, Microsoft 365, Jira/Confluence, and ITIL-based operations while refining SOP and documentation skills.
• Ambition skyrocketing within a consultancy framework: Grow your impact through exposure to complex incident handling, structured improvement initiatives, and cross-team collaboration.

Keystone Solutions Values in Action:

Being a K-Stone means bringing excellence, integrity, and teamwork to every client engagement. You will embody these values in daily interactions with end users, second and third line experts, and stakeholder groups, ensuring clear communication, structured execution, and continuous improvement.

Role-Specific Impact in a Consultancy Setting:

This role lets you apply your deep first-line expertise across incident handling, knowledge base enhancement, and stakeholder collaboration, while adapting to the client's ITIL environment and multi-line support structure.

Ready to Apply?

If you are ready to tackle technical and strategic challenges in a dynamic consultancy environment, apply today at Keystone Solutions Career Portal.