IT Help Desk / Service Desk Support Specialist

About UDDAN

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Founded in 2015, UDDAN is a dynamic IT consulting company specializing in digital transformation. We leverage low-code technologies to streamline web and mobile processes for our clients. Driven by the challenge of helping our customers deliver superior products and services, we operate from strategic hubs in Belgium, the Netherlands, Sweden, and Portugal.
As part of our expansion in the defense and international public sectors, we are deploying elite personnel to support critical, high-level secure infrastructures.

Special Notice: High-Level Security Environment
Please Note:

This position is embedded within a

high-level national and international security institution

. Due to the critical nature of the networks, mission-essential data, and operations handled on-site, candidates must possess an unwavering commitment to data integrity, operational protocol, and strict information-handling classifications.

End-User Support & Technical Troubleshooting (1st & 2nd Line)
Provide

First Contact Resolution (1st line) and secondary support for laptops, hardware, peripherals (printers, scanners), mobile devices (smartphones/tablets), and Video Teleconferencing (VTC) systems.
Troubleshoot complex software, corporate applications, network connectivity issues, and

VPN remote access configurations

.
Conduct technical support and basic configuration updates for mobile environments utilizing

Mobile Device Management (MDM) tools.
Deliver on-site assistance, step-by-step guidance, and proactive tips to non-technical users, maintaining a calm and customer-focused approach under high-tempo pressure.

Manage the complete lifecycle of Service Management tickets ( Incident Management, Service Request Fulfillment, Change Management, and Coordination ) through standardized ticketing tools (e.g.,

Document clear, structured technical information for all tickets, track resolution progress against strict

SLAs

, and ensure immediate escalation of blocking issues to third-line teams.

Manage

Active Directory (AD) and Exchange environments, handles user account creation, password resets, access permissions, group policies, and authorization tables.
Execute software deployments, workstation image baselines, system patches, and security/antivirus updates utilizing

SCCM / Configuration Manager

.

Maintain an up-to-date, accurate inventory of hardware and software assets within the tracking database.
Option A:

Higher vocational training in an IT-related discipline paired with a minimum of 3–5 years

of practical experience supporting IT end-user devices, hardware, and software.
Option B:

Secondary educational qualification backed by a minimum of 5+ years

of progressive, hands-on experience in IT Helpdesk or System Administration roles.
A Bachelor’s degree in Computer Science, Information Technology, or a related technical field is highly preferred.

Proven experience working within an enterprise IT infrastructure running on

highly classified security networks (NU, NR, NS) .
Strong hands-on experience using

SCCM / Configuration Manager

for software package distributions and patch deployment.
Extended capability in configuring and troubleshooting

VPN clients

and remote network access methods. xlxgzvr
Language Requirements
~ English:

fluent

Portuguese
Experience with virtualized environments and remote desktop assistance tooling.