Service Desk Agent II - ITIL Specialist for EU Projects

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

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.