Service Desk First-Line Agent

Altia; Brussel Hoofdstad; On-site; EUR 28,000 - 46,000; Full time

Job summary

ALTIA is seeking a Service Desk First-Line Agent to provide guidance and support to users on information systems and ICT tools, while monitoring and resolving incidents through ticketing tools.

You will log, categorize, prioritize and escalate tickets, communicate updates in line with SLAs, document knowledge and procedures, and collaborate with technical teams in an international, multilingual environment.

Qualifications

• Demonstrable experience providing end-user support and guidance.
• Solid knowledge of ITIL 4 practices including Incident Management and Knowledge Management.
• Experience with ITSM tools such as ServiceNow or Jira Service Management.
• Excellent documentation skills and ability to maintain knowledge bases and procedures.

Responsibilities

• Provide guidance and support to users on information systems and ICT tools.
• Monitor and resolve incidents and requests through ticketing tools.
• Log, categorize, prioritize and escalate tickets as needed.
• Communicate updates in accordance with SLAs and timelines.
• Document knowledge, known issues and procedures; transfer knowledge to support teams.

Skills

End-user support

Team collaboration

Tools

ServiceNow

Jira Service Management

Job description

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

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:

Providing guidance and support to users on information systems and ICT tools; monitoring and resolving incidents and requests through ticketing tools; logging, categorising, prioritising and escalating tickets; communicating updates in accordance with SLAs; documenting knowledge, known issues and procedures; collaborating with technical teams and transferring knowledge. The role is within an international, multicultural and multilingual environment, supporting solutions for the management of experts, grants and procurement.

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

Demonstrable experience in end-user assistance and support for information systems. Strong knowledge of ITIL 4 practices: Incident Management, Request Fulfilment, Knowledge Management and Problem Management. Experience with ITSM tools—such as ServiceNow or Jira Service Management—remote support solutions, operating systems, ticketing tools and basic troubleshooting techniques. Documentation-writing skills, and knowledge of wikis, collaborative sites, social networks and office automation tools are also required.

Personal competencies

Ability to integrate quickly and work as part of a team in an international environment; autonomy; participation in multilingual meetings; diligence, responsibility and discretion when handling personal or confidential information.

Language English or French, spoken and written, with a minimum B2 CEFR level.