EU IT Helpdesk & Documentation Specialist

Cronos Europa; Brussel; Sur place; EUR 55 000 - 75 000; Plein temps

Résumé du poste

Cronos Europa, a leading IT and digital transformation partner for European institutions, seeks a Helpdesk Officer to support EU Classified Information handling and end-user systems. You will work with business users, security experts and technical teams to ensure effective support processes, documentation and user training.

Responsibilities include managing user requests via ticketing tools (JIRA, ServiceNow, iTOP), improving workflows, creating user guides, and delivering training while

Qualifications

• Minimum 6 years of relevant professional experience.
• Proven experience in end-user support and service management environments.
• Experience with workflow and ticketing tools such as JIRA, ServiceNow, iTOP, or similar platforms.
• Strong technical writing and documentation skills.
• Experience preparing and delivering user training sessions.
• Ability to communicate technical concepts to non-technical audiences.
• Excellent analytical and problem-solving skills.
• Ability to work independently while integrating effectively into international and multicultural teams.
• Strong organizational and stakeholder management skills.
• Ability to adapt quickly to changing technologies and environments.

Responsabilités

• Provide support to end-users of communication and information systems handling EU classified information.
• Manage and follow up on user requests through ticketing and workflow management tools.
• Review and optimize support processes and workflows, identifying opportunities for improvement.
• Contribute to the evolution of ticketing solutions such as iTOP and other workflow management tools.
• Liaise with technical teams to report incidents, track issues, and contribute to their resolution.
• Create, maintain, and update user documentation, operating procedures, manuals, guides, and communication materials.
• Collect and translate technical information into clear user-oriented documentation.
• Prepare and deliver end-user training sessions and awareness activities.
• Produce meeting minutes, reports, and other project documentation as required.
• Ensure that all project documentation remains accurate and up to date.
• Collaborate with stakeholders across different European Commission locations.

Connaissances

Communication

End-user support

Documentation

Training delivery

Analytical thinking

Outils

JIRA

ServiceNow

iTOP

Description du poste

Cronos Europa, a leading IT and digital transformation partner for European institutions, seeks a Helpdesk Officer to support EU Classified Information handling and end-user systems. You will work with business users, security experts and technical teams to ensure effective support processes, documentation and user training.

Responsibilities include managing user requests via ticketing tools (JIRA, ServiceNow, iTOP), improving workflows, creating user guides, and delivering training while