Helpdesk Officer

Cronos Europa; Brussel Hoofdstad; Sur place; EUR 50 000 - 70 000; Plein temps

Résumé du poste

Cronos Europa is seeking a Helpdesk Officer to support end‑user computing and information systems handling EU Classified Information (EUCI) across European Institutions. You will work with business users, security experts and technical teams to ensure efficient support processes, clear user documentation, and effective end‑user training activities.

The role combines user support, process improvement, documentation, communication and training, with a focus on ticketing workflows and knowledge

Qualifications

• Minimum 6 years of relevant professional experience.
• Experience in end-user support and service management environments.
• Experience with workflow and ticketing tools (JIRA, ServiceNow, iTOP).
• Strong technical writing and documentation skills.
• Experience delivering user training sessions.

Responsabilités

• Provide support to end-users of EU-related information systems.
• Manage user requests via ticketing and workflow tools.
• Review and improve support processes and workflows.
• Contribute to ticketing solutions like iTOP and other tools.
• Collaborate with security and IT teams to report incidents.
• Create and update user documentation and guides.
• Deliver end-user training and awareness sessions.
• Produce project documentation and meeting minutes.
• Ensure documentation remains accurate and up to date.
• Coordinate with stakeholders across EC locations.

Connaissances

End-user support

Service management

Technical writing

Training delivery

Stakeholder management

Multicultural collaboration

Analytical thinking

Outils

JIRA

ServiceNow

iTOP

Description du poste

About Cronos Europa

Cronos Europa is a leading IT and digital transformation partner dedicated exclusively to European Institutions and agencies, delivering mission‑critical solutions that shape Europe’s digital future. As part of the Cronos Group, one of the most innovative and fastest‑growing tech ecosystems in Europe, we benefit from a vast pool of expertise and cutting‑edge capabilities. With over 1,000 specialists across Belgium, Luxembourg, and the Netherlands, we combine deep institutional knowledge with strong engineering excellence to support long‑term, high‑impact EU programmes requiring reliability, scalability, and innovation.

About the role

For one of our projects within the European Institutions, Cronos Europa is looking for a Helpdesk Officer to support communication and information systems handling EU Classified Information (EUCI). You will join a multicultural environment and work closely with business users, security experts, and technical teams to ensure efficient support processes, high-quality user documentation, and effective end‑user training activities. This role combines user support, process improvement, documentation, communication, and training responsibilities.

Your responsibilities

As Helpdesk Officer, you will:

• 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.

Your Profile

• 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.
• Nice to have Previous experience within European Institutions or international public sector environments.
• Nice to have Experience working in information security or classified information environments.
• Nice to have Knowledge of IT service management processes.

Candidates must already hold, or be eligible to obtain, an EU SECRET (SECRET UR/EU SECRET) Security clearance or higher level of clearance.