Service Desk Level 2 Operator

Our client offers public and private clients a complete range of environmental solutions in the fields of water, waste, and sanitation.They are operating throughout the Belgian and Luxembourg territories, employs 4,200 people, and generates a turnover of 800 million euros.

They are looking for a Service Desk Level 2 Operator to join the Service Delivery Team (SD). The SD team handles a wide range of IT services for a lot of internal users. This includes IT-related hardware, software, access, and processes, as well as the digital employee experience within the company in Belux.

The Service Desk Level 2 Operator is part of the Service Delivery team, which is a part of the Digital Business & Technology (DB&T) department. In the role of Service Desk Level 2 Operator, you are responsible for:

  • Second-line support for internal users: Making an initial assessment and diagnose of incidents and service requests, and attempting to resolve them.
  • You primarily handle issues through the ticketing system (ServiceNow), but also via phone or in person.
  • Recording incidents and requests in the Service Management Tool.
  • Managing the incident life-cycle, including closure and verification.
  • You also provide support for other services within DB&T.
  • You will be involved in IT projects.


Knowledge and Experience:

  • Dedication and a willingness to learn are more important than a diploma or certifications (although they are helpful).
  • Good experience with Service Management Tools.
  • Theoretical knowledge of server and network areas

Communication Skills:

  • You are empathetic, a good listener, and calm.
  • You assist each employee as best as possible, not only because it's your job but also because you genuinely enjoy helping people.

Language Skills:

  • You communicate fluently in Dutch and French, and English is a valuable asset.

Analytical Ability:

  • You must be able to think analytically and critically, with attention to detail. The ability to prioritize is a must.
  • Able to adapt in a fast evolving technology environment and ability to learn.
  • Willing to have a planning that can change day by day.


In addition to a gross salary, you will receive numerous extralegal benefits such as health insurance, group insurance, etc. Furthermore, in addition to the 20 legal vacation days, you will also receive around 15 additional vacation days.