Service Desk Agent

Altia; Brussel; On-site; EUR 38,000 - 52,000; Full time

Job summary

Altia is seeking a Service Desk Agent - Level 2 in Brussels to provide advanced user support and incident management for European projects. You will work with ITIL processes, ITSM tools like ServiceNow or Jira Service Management, and collaborate with a European agency on production environments.

The ideal candidate has strong end-user support experience, SQL knowledge, and a good grasp of business processes in workflow applications, plus a University degree and English at least B2.

Qualifications

• End-user support experience in IT environments.
• Knowledge of ITIL 4 practices: Incident Management, Request Fulfilment, Knowledge Management, Problem Management.
• Experience using ITSM tools (ServiceNow, Jira Service Management) and remote support solutions.
• Understanding of business processes reflected in workflow applications.
• Experience with Oracle SQL and SOAP-UI; Activiti BPM is a plus.

Responsibilities

• Provide advanced user guidance and support for information systems and ICT tools.
• Monitor, log, analyze, and track incidents, problems, and changes in production environments.
• Resolve user service requests via ticketing systems with timely updates and SLA adherence.
• Log, categorize and escalate software defects to relevant teams.
• Monitor business workflow applications and identify defects via logs and DB/app server analysis.
• Document knowledge and known issues; transfer knowledge to colleagues.

Skills

End-user support

ITIL 4

Incident management

Remote support

Knowledge management

Requirements analysis

Business workflows

Education

University degree (Level 7 EQF)

English proficiency B2

Tools

ServiceNow

Jira Service Management

SOAP-UI

Oracle SQL

Activiti BPM

Job description

Do you want to start a new professional challenge? Check out our new opportunity! We are looking to incorporate a Service Desk Agent - Level 2 to our team.

About Us

We are an IT Consultant Group that provides services and creates digital solutions to improve the lives of citizens across Europe. Check out our website: www.altia.es/en

Our project and team

This is your opportunity to start working on international projects with a highly qualified team and applying the latest technologies. You will join our European team, specifically the one involved in several projects for a significant European Agency.

What do we offer?

• Far-site service provision for Brussels, with regular on-site presence of up to 5 days per quarter.
• Participation in an international project.
• Flexible working hours.
• Stable, long-term project.
• Professional development plan.
• Continuous training.

Key responsibilities

• Advanced user guidance and support regarding the use of information systems and ICT tools.
• Follow-up, analysis, recording and tracking of incidents, problems and changes in production environments.
• Resolution of user service requests through ticketing systems, providing timely updates and ensuring resolution in line with agreed service level agreements (SLAs).
• Logging, categorising and escalating software defects to the appropriate teams.
• Monitoring business workflow applications and identifying application defects through detailed inspection of database and application server log files.
• Documenting knowledge and known issues, and transferring this knowledge to colleagues.

Required Experience

• Proven deep knowledge in end-user assistance and support of information systems.
• Good knowledge of ITIL 4 practices: Incident Management, Request Fulfilment, Knowledge Management and Problem Management.
• Experience using ITSM tools, such as ServiceNow or Jira Service Management, and remote support solutions.
• Knowledge of support tools or techniques and documentation writing in the context of end-user support for business workflow applications.
• Good knowledge of business processes and how they are reflected and implemented in workflow applications.
• Good knowledge of financial circuits in the private and/or public sector.
• Good understanding of requirements analysis and application for web applications and web services.
• Good level of expertise and long-term experience with Oracle RDBMS/SQL and SOAP-UI; Activiti BPM is an asset.
• Knowledge of wikis, collaborative sites, social networks and office automation tools.

Education

• University degree corresponding to Level 7 of the European Qualifications Framework.
• Minimum B2 level of English.

This job offer has been drafted in accordance with the principles of impartiality and non-discrimination based on gender, race, ideology, or any other reason. In particular, it complies with current regulations regarding gender equality between women and men (Royal Decree-Law 6/2019).