OTEA / Service Desk Agent Level 1

Ayesa Digital; Brussel; Sur place; EUR 48 000 - 64 000; Plein temps

Avantages offerts par ce poste

EU project

Multicultural environment

Brussels location

Near-site work model

Résumé du poste

Ayesa Digital in Brussels is seeking an experienced Service Desk Agent Level 1 to join an international EU project, providing first-line IT support to users across a European environment.

You will log, categorize, and track incidents, troubleshoot common issues, and escalate when needed, collaborating with diverse teams to ensure timely resolutions and high-quality service.

This role offers a dynamic, multilingual workspace with opportunities to grow within a leading technology firm.

Qualifications

• Bachelor’s level or higher, CEFR B2 or equivalent in English or French.
• Experience in IT Service Desk, Help Desk, or IT User Support.
• Experience with incident and service request management and ticketing systems.
• Knowledge of IT support processes and troubleshooting methodologies.

Responsabilités

• Provide first-level IT support to users and handle incidents and service requests.
• Register, categorize, prioritise, and monitor tickets using ticketing tools.
• Troubleshoot common hardware, software, network and access issues and provide solutions.
• Escalate complex incidents to second-line or specialists and track progress.
• Maintain accurate records of incidents and resolutions and contribute to knowledge bases.
• Collaborate with IT support teams to ensure consistent service delivery.

Connaissances

IT Service Desk

Incident management

Customer service

English/French proficiency

Formation

Master's degree (Level 7 EQF)

Outils

Ticketing systems

Description du poste

Every professional in our company is vital to us. Thanks to their talent, we continue to expand; today, we are a global team of over 11,000 people working toward a common goal.

Ayesa Digital is currently participating in high-impact European Union projects designed to address major European challenges and drive innovation and digital transformation. These are strategic technological projects based on collaborative initiatives that stand out for their international focus and strong commitment to socially-oriented results.

We are currently looking for a Service Desk Agent Level 1 to join an international project supporting IT users within a European Union environment.

The role will focus on providing first-level IT support, managing user requests and incidents, and ensuring that issues are properly recorded, monitored, and resolved or escalated to the appropriate technical teams.

You will work in an international and multicultural environment, providing professional and user-oriented IT support and collaborating with technical teams and project stakeholders to ensure an efficient and high-quality service.

If you are an IT Service Desk Agent, Help Desk Technician, IT Support Specialist, or similar professional with a strong interest in user support, incident management, and IT service operations, this is your place.

What You Will Do (Responsibilities)

• Provide first-level IT support to users, assisting with technical incidents, requests, and general IT-related queries.
• Register, categorise, prioritise, and monitor incidents and service requests through the appropriate ticketing and service management tools.
• Troubleshoot common hardware, software, application, access, and connectivity issues and provide appropriate solutions or workarounds.
• Escalate incidents and requests to the relevant second-level or specialised support teams when required.
• Follow up on open tickets and ensure that incidents and requests are properly documented and progressed within the established service levels.
• Provide clear and professional communication to users throughout the incident or request lifecycle.
• Support users with common IT systems, applications, devices, and workplace technologies.
• Maintain accurate records of incidents, requests, resolutions, and relevant technical information.
• Contribute to the maintenance and improvement of knowledge bases, FAQs, and user support documentation.
• Collaborate with other Service Desk and IT support teams to ensure consistent and effective service delivery.
• Identify recurring issues and contribute to the continuous improvement of IT support processes and user experience.

What We Are Looking For (Requirements)

• University degree corresponding to Level 7 of the European Qualifications Framework, typically a master's degree or equivalent, with a minimum of 10 years of professional IT experience.
• For this reopening of competition, all university degrees are accepted regardless of the field of study, including degrees not directly related to information technology.
• Professional experience in IT Service Desk, Help Desk, IT User Support, Technical Support, or similar environments.
• Experience with incident and service request management and ticketing systems.
• Knowledge of IT support processes and troubleshooting methodologies.
• Ability to diagnose and resolve common user-facing hardware, software, application, access, and connectivity issues.
• Ability to communicate clearly and professionally with users and technical teams.
• Very good knowledge of English or French, both spoken and written, corresponding to at least Level B2 of the Common European Framework of Reference for Languages (CEFR).
• Ability to work effectively in an international and multicultural environment.
• Strong organisational skills and the ability to manage multiple incidents and service requests while maintaining service quality.
• Customer-oriented mindset, with a strong focus on user satisfaction, responsiveness, and problem resolution.

What We Offer

• Opportunity to work on a prestigious European Union project.
• An international, innovative, and multicultural working environment.
• The opportunity to provide IT support services within a European institutional environment.
• Exposure to international IT service management, Service Desk operations, ticketing systems, and user support processes.
• Continuous support from a team of experts working on EU projects.
• Opportunity to develop your professional career in an international technological environment.
• Opportunity to work in Brussels within an international European environment.
• Near-site working model, in accordance with the conditions of the project and contract.

If you are an IT Service Desk Agent, Help Desk Technician, IT Support Specialist, or similar professional with a strong interest in IT user support, incident management, and service operations, and you are looking for a new challenge within an international European project, we would love to hear from you!

In accordance with Organic Law 3/2007 of March 22, the company is committed to promoting the defense and effective application of the principle of equality between men and women, preventing any type of labor discrimination based on sex, and guaranteeing equal entry opportunities. Furthermore, we promote diversity and reject any discrimination based on race, gender, functional diversity, religion, sexual orientation, gender identity, or any other personal or social condition, striving to build an inclusive and enriching environment.