First-line support officer

iGuana NV (part of the Youston Group) is a Belgian tech company specialised in Document Management and digitization. The iGuana iDM platform is used by hospitals, government organisations and enterprises in Belgium and the Netherlands. The support and consultancy team is responsible for daily helpdesk operations, installations and customer follow-up.

As a First-line support officer, you are the first point of contact for customers with questions or issues regarding the iGuana iDM platform. You ensure timely, customer-friendly and accurate ticket handling, escalates complex technical issues to the appropriate colleagues and contributes to a well-structured helpdesk operation.

Follow up and handle incoming support tickets via the ticketing system (Manage Engine Support Center Plus).

Provide telephone and written customer support in Dutch, French and English.

Register, categorise and prioritise incidents (software, hardware, other).

Perform basic configurations and installations of the iGuana iDM platform at customer sites.

Monitor SLAs and escalates issues in time to second-line support (development team or external partners).

Document solutions and procedures in the knowledge base.

Maintain an organised and up-to‑date ticket backlog.

Collaborate with the consultancy and development teams to resolve issues.

Strong communication skills, both verbal and written.

Customer‑oriented and proactive attitude.

Bilingual Dutch/French; good command of English required for internal communication.

Good knowledge of Windows environments and basic networking.

Ability to work in a structured and autonomous way while handling multiple open tickets.

Stress‑resistant and able to prioritise effectively.

Minimum bachelor‑level thinking or equivalent through experience.

Knowledge of ITIL or equivalent helpdesk processes.

Basic knowledge of SQL or Windows Server.

Experience with scanning solutions (Kodak Alaris, TWAIN).

Familiarity with healthcare IT environments and HL7 standards.

• A varied role within a stable and growing company active in healthcare and public sector markets.
• Close collaboration with a small and close‑knit international team (Belgium + Cyprus + Prague).
• Training on the iGuana iDM platform.
• Competitive salary supplemented with fringe benefits.
• Possibility of hybrid working.

Join our team and make an impact! Feel free to reach out if you have any questions.