Senior Service Desk Agent

Netcompany; Brussel Hoofdstad; Sur place; EUR 42 000 - 54 000; Plein temps

Résumé du poste

Netcompany Belgium is seeking a Service Desk Agent to provide first and second line Digital Workplace support across multiple channels for end users. You will log, categorize, and prioritize incidents, monitor progress, and escalate complex issues as needed.

Ideal candidates have 6+ years in IT service desk or user support, strong Windows 10 and Microsoft 365 knowledge, and fluent English and French. ITIL certification is required, with additional certifications viewed as assets.

Qualifications

• 6+ years of experience in IT Service Desk / User Support, including second line support and workplace management in a demanding environment.
• Strong expertise in Windows 10+ workstation support and Microsoft 365/Office applications.
• Good knowledge of Active Directory, basic Windows/Linux server concepts, networking fundamentals, backup/restore, antivirus, patching and software deployment.
• Excellent communication and interpersonal skills; able to explain complex issues clearly and handle user complaints professionally.
• Strong analytical and troubleshooting skills; able to work under pressure and meet deadlines.
• Excellent knowledge of English and French (spoken and written).
• ITIL certification is required; additional certifications such as Windows 10 MCSA, Microsoft 365 Modern Desktop Administrator etc. are assets.

Responsabilités

• Provide first and second line Digital Workplace support to end users across multiple channels.
• Handle user interactions via phone, ticketing systems, chat, email, and messaging platforms.
• Assist users with software, applications, devices, and IT service-related inquiries.
• Log, categorize, and prioritize incidents and service requests per procedures.
• Monitor and follow up on incidents and requests to ensure timely resolution and customer satisfaction.
• Escalate complex technical issues to appropriate support teams and maintain clear communication with users.

Connaissances

IT Service Desk / User Support

Windows 10+ workstation support

Active Directory

Communication skills

Analytical thinking

English proficiency

French proficiency

Formation

ITIL certification

Outils

Microsoft 365

Office applications

AD tooling

Description du poste

Are you ready to shape the future technological landscape in Europe?

We are dedicated to responsible digitalisation, building innovative, inclusive solutions that drive meaningful impact. With over 8,900 professionals across Europe, we help EU institutions, public and private organisations thrive in a rapidly evolving digital world. Are you ready to shape the future through technology? Your journey starts here. Take a look at some of our impactful projects here: https://netcompany.com/cases/

Job Description

Are you ready to discover the role of aService Desk Agentin Netcompany?

As a Service Desk Agent, you will:

• Provide first and second line Digital Workplace support to end users across multiple communication channels.
• Handle user interactions via phone, ticketing systems, chat, email, and messaging platforms.
• Assist users with software, applications, devices, and IT service-related inquiries.
• Log, categorize, and prioritize incidents and service requests in accordance with established procedures.
• Monitor and follow up on incidents and user requests to ensure timely resolution and customer satisfaction.
• Escalate complex technical issues to appropriate support teams while maintaining clear communication with users.

Qualifications

What would make you a fit for the role:

• At least 6 years of experience in a similar role in IT Service Desk / User Support, including second line support and workplace management in a demanding environment.
• Strong expertise in Windows 10+ workstation support, Microsoft 365/Office applications and common workplace tools and peripherals.
• Good knowledge of Active Directory, basic Windows/Linux server concepts, networking fundamentals, backup/restore, antivirus, patching and software deployment.
• Excellent communication and interpersonal skills; able to explain complex issues in simple terms and handle user complaints professionally.
• Strong analytical and troubleshooting skills, with the ability to work under pressure, manage priorities and meet tight deadlines.
• Excellent knowledge of English and French (spoken and written).
• ITIL certification is required; additional technical certifications such as Windows 10 MCSA, Microsoft 365 Modern Desktop Administrator, IT Helpdesk/Google IT Support, MOS or equivalent are strong assets.

Additional Information

Being a part of the Netcompany team, you will be provided with:

• Opportunity to work in a modern environment.
• Competitive compensation & benefits package
• Mobility budget or commuting allowance (if applicable)
• Well-being activities (on premises)
• Continuous learning opportunities using the most modern methods (unlimited access to Udemy for Business, ad-hoc trainings)
• Personalized development plan for targeted career growth

If you are looking forward to be part of a diverse environment, and have the opportunity to work alongside well-experienced professionals, on challenging, large-scale projects that directly impact millions of citizens around the globe, then this is the place to be!

By joining Netcompany Belgium, you will be an integral part of a distinguished team of 600+ tech enthusiasts working for international projects, primarily within the European Institutions market, with a unique opportunity to shape the future of digital services in an environment that values ideas and fosters growth.

#LI-CF

We ensure equal opportunities, treatment, and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. As part of the Netcompany culture, we respect human rights and focus on creating a positive workplace, where all employees are valued, and where diversity and inclusion are a vital part of our everyday working experience.