Senior Service Desk Agent

Netcompany1; Brussel Hoofdstad; Hybride; EUR 42 000 - 60 000; Plein temps

Avantages offerts par ce poste

Hybrid working model

Meal allowance

Hospitalization plan

Well-being activities

Udemy for Business access

Résumé du poste

Netcompany Belgium is hiring a Service Desk Agent to deliver high‑quality Digital Workplace support across multiple channels. You will handle incidents, assist with software and devices, and ensure timely resolution while maintaining clear user communication.

The role requires 6+ years in ITService Desk, strong Windows 10+ and MS 365 expertise, and ITIL certification. A hybrid working model, competitive benefits, and ongoing learning opportunities are offered.

Qualifications

• 6+ years in IT Service Desk / User Support, including second line support and workplace management.
• Strong expertise in Windows 10+ workstation support and MS 365/Office applications.
• Knowledge of Active Directory, basic server concepts, networking, backup/restore, antivirus, patching and software deployment.
• Excellent communication, interpersonal skills, and ability to explain complex issues clearly.
• ITIL certification is required; additional technical certifications are strong 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 following procedures.
• Monitor and follow up on incidents to ensure timely resolution and customer satisfaction.
• Escalate complex issues to appropriate support teams while maintaining clear user communication.

Connaissances

IT service desk

Windows 10+ support

Microsoft 365

Active Directory

Networking basics

Troubleshooting

English & French

Description du poste

Are you ready to discover the role of a Service Desk Agent in 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.

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.

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

• Opportunity to work in a modern environment.
• Competitive compensation & benefits package
• Hospitalization plan
• Hybrid working model
• Meal allowance
• 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.

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.

In the following link you may find our CV Submission privacy notice: https://netcompany.com/cv-submission-privacy-notice/