Service Desk First-Line

Altia; Brussel; On-site; EUR 32,000 - 42,000; Full time

Benefits offered by this job

International project

Technical environment

Career growth

Flexible work

Agile culture

Job summary

ALTIA, a global digital solutions provider, seeks a Service Desk First-Line professional in Belgium to support end users, log and resolve incidents, and ensure SLAs are met. You will communicate across channels and contribute to knowledge bases.

You will join an international, agile team with growth and learning opportunities, enabling collaboration with cutting-edge technologies and business applications.

Qualifications

• Minimum five years of professional IT experience.
• Proven experience in end-user assistance and ICT support.
• Strong incident, request and problem management experience.
• Fluent English or French at a minimum B2 level; English is mandatory for the role.
• ITIL 4 Foundation certification is optional but recommended.
• Experience with ITSM tools such as ServiceNow or Jira Service Management.
• Knowledge of knowledge bases and documentation writing.
• Ability to work in international, multilingual teams.

Responsibilities

• Managing, following up and resolving service requests and incidents through ticketing tools, in line with SLAs.
• Logging, categorising, prioritising and escalating incidents and software defects to the appropriate teams.
• Supporting users through multiple channels: portal, chat, telephone and email.
• Preparing and maintaining documentation, knowledge bases, user guides and troubleshooting materials.
• Supporting incident, problem and change management, ensuring traceability and continuous communication with users.

Skills

IT support

Incident management

Request fulfilment

Problem management

Knowledge management

Multilingual communication

Tools

ServiceNow

Jira Service Management

Job description

Looking for your next professional challenge as Service Desk First-Line?

We have an opportunity that might be just what you are looking for!

About Us

At ALTIA, we are a team of more than 4,000 professionals across 25 locations in 9 countries.

We design and develop innovative digital solutions for over 1,000 organizations that drive transformation and progress.

Our purpose: to grow by helping others grow - sustainably and responsibly.

Our values: commitment, closeness, innovation, and collaboration - guide us every step of the way.

Learn more at www.altiacompany.com

WHAT WE ARE LOOKING FOR:

The selected person will provide first-line assistance to users of information systems and ICT tools. Main responsibilities include:

• Managing, following up and resolving service requests and incidents through ticketing tools, in line with SLAs.
• Logging, categorising, prioritising and escalating incidents and software defects to the appropriate teams.
• Supporting users through multiple channels: portal, chat, telephone and email.
• Preparing and maintaining documentation, knowledge bases, user guides and troubleshooting materials.
• Supporting incident, problem and change management, ensuring traceability and continuous communication with users.

WHAT WE OFFER:

• Participation in an international and innovative project.
• A technical and collaborative environment with real impact.
• Career growth opportunities and continuous learning.
• Flexibility and autonomy, working with cutting-edge technologies.
• Team player culture within an agile, people-centered company.

Interested in joining a global, forward-thinking engineering team?

We would love to meet you!

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

Minimum Requirements

At least five years of professional IT experience.

Proven experience in end-user assistance and support for information systems.

Particular value will be placed on concrete experience in incident, request and problem management, knowledge documentation and business application support.

Spoken and written English or French at a minimum B2 level; English is mandatory for the role.

Required knowledge

• Good knowledge of ITIL 4 practices, especially Incident Management, Request Fulfilment, Knowledge Management and Problem Management.
• Experience with ITSM tools such as ServiceNow or Jira Service Management, as well as remote support solutions.
• Knowledge of support techniques, basic troubleshooting, operating systems, ticketing systems and support documentation writing.
• Knowledge of wikis, collaborative sites, social networks and office automation tools used by the European Commission.

Excellent written and verbal communication skills; ability to work independently, integrate into international teams and participate in multilingual meetings.

ITIL 4 Foundation certification is optional but recommended.