Global IT Helpdesk: First-Line Support Expert

Altia; Brussel; On-site; EUR 32,000 - 42,000; Full time

Benefits offered by this job

International project

Technical environment

Career growth

Flexible work

Agile culture

Job summary

ALTIA, a global digital solutions provider, seeks a Service Desk First-Line professional in Belgium to support end users, log and resolve incidents, and ensure SLAs are met. You will communicate across channels and contribute to knowledge bases.

You will join an international, agile team with growth and learning opportunities, enabling collaboration with cutting-edge technologies and business applications.

Qualifications

• Minimum five years of professional IT experience.
• Proven experience in end-user assistance and ICT support.
• Strong incident, request and problem management experience.
• Fluent English or French at a minimum B2 level; English is mandatory for the role.
• ITIL 4 Foundation certification is optional but recommended.
• Experience with ITSM tools such as ServiceNow or Jira Service Management.
• Knowledge of knowledge bases and documentation writing.
• Ability to work in international, multilingual teams.

Responsibilities

• Managing, following up and resolving service requests and incidents through ticketing tools, in line with SLAs.
• Logging, categorising, prioritising and escalating incidents and software defects to the appropriate teams.
• Supporting users through multiple channels: portal, chat, telephone and email.
• Preparing and maintaining documentation, knowledge bases, user guides and troubleshooting materials.
• Supporting incident, problem and change management, ensuring traceability and continuous communication with users.

Skills

IT support

Incident management

Request fulfilment

Problem management

Knowledge management

Multilingual communication

Tools

ServiceNow

Jira Service Management

Job description

ALTIA, a global digital solutions provider, seeks a Service Desk First-Line professional in Belgium to support end users, log and resolve incidents, and ensure SLAs are met. You will communicate across channels and contribute to knowledge bases.

You will join an international, agile team with growth and learning opportunities, enabling collaboration with cutting-edge technologies and business applications.