Service Desk Second Line Agent EU Institutions - EU Institutions

Ayesa Digital; Brussel Hoofdstad; Hybrid; EUR 52,000 - 76,000; Full time

Job summary

Ayesa Digital in Brussels is seeking an experienced Service Desk Second Line Agent to support European institutions. You will handle advanced user support, incidents, and change management in a hybrid Brussels environment with regular on-site presence. Collaboration with international teams is essential.

The role requires 5+ years in ICT support, ITIL knowledge, and proficiency with ITSM tools, Oracle SQL, and SOAP-UI. Fluency in English or French at B2 level is required.

Qualifications

• Bachelor’s degree or higher EQF Level 6 (3 years higher education) required.
• Minimum 5 years in a Service Desk Second Line/ICT support role.
• Proven end-user support for business applications and information systems.

Responsibilities

• Provide advanced user support and guidance for business applications and ICT tools.
• Investigate, analyse and follow up on incidents affecting production systems.
• Record, analyse and track and manage incidents, problems and change requests with traceability.
• Resolve user requests through ticketing systems while ensuring SLAs.
• Escalate defects and coordinate with development and technical teams until resolution.
• Monitor workflow apps and identify defects via logs.
• Categorise, prioritise, and triage tickets from multiple channels.
• Support incident, problem and change management activities.
• Create and maintain knowledge bases and troubleshooting guides.
• Share knowledge and best practices with colleagues and support teams.
• Participate in coordination meetings and prepare minutes.
• Collaborate to identify root causes and propose corrective actions.

Skills

ITIL practices

Incident Management

ServiceNow/Jira

SQL/Oracle

English/French B2

End-user support

Ticketing systems

Analytical skills

Education

Bachelor’s degree or higher (EQF level 6)

Tools

SOAP-UI

Activiti BPM

Job description

Every professional in our company is vital to us. Thanks to their talent, we continue to expand; today, we are a global team of over 11,000 people working toward a common goal.

Ayesa Digital is currently participating in high-impact European Union projects designed to address major European challenges and drive science and innovation. These are strategic technological projects based on collaborative initiatives that stand out for their international focus and a strong commitment to socially oriented results.

We are looking for an experienced Service Desk Second Line Agent to join an international environment supporting critical business applications and digital services used by European institutions and stakeholders.

Based in Brussels (hybrid, with regular on-site presence), you will provide advanced application support, incident management and user assistance for complex workflow systems related to grants, experts and procurement management. Working within a multicultural environment, you will collaborate with business users, technical teams and service managers to ensure service continuity, system reliability and a high-quality user experience.

What you'll do

• Provide advanced user support and guidance for business applications and ICT tools.
• Investigate, analyse and follow up on incidents affecting production systems.
• Record, analyse, track and manage incidents, problems and change requests, ensuring complete traceability throughout the support lifecycle.
• Resolve user requests through ticketing systems while ensuring compliance with agreed service level agreements (SLAs).
• Escalate software defects and coordinate with development and technical teams until resolution.
• Monitor business workflow applications and identify defects through application and database log analysis.
• Categorise, prioritise, and triage tickets received through multiple support channels, including portal, chat, email and telephone.
• Support incident, problem and change management activities.
• Create and maintain knowledge base articles, troubleshooting guides and support documentation.
• Share knowledge and best practices with colleagues and support teams.
• Participate in coordination meetings, track actions and prepare meeting minutes when required.
• Collaborate with technical and business teams to identify root causes and propose corrective actions.

What we're looking for

• University degree corresponding to Level 6 of the European Qualifications Framework (typically a Bachelor's degree or 3 years of higher education) and minimum 7 years of professional IT experience. All university degrees are accepted, regardless of field of study.
• Minimum 5 years of experience as a Service Desk Second Line Agent, Application Support Analyst or in a similar ICT support role.
• Proven experience providing end-user support for business applications and information systems.
• Good knowledge of ITIL practices, including Incident Management, Request Fulfilment, Knowledge Management and Problem Management.
• Experience working with IT Service Management (ITSM) tools such as ServiceNow, Jira Service Management or similar platforms.
• Experience using remote support tools and ticketing systems.
• Strong analytical and troubleshooting skills.
• Ability to analyse application behaviour, identify issues and coordinate resolutions across multiple teams.
• Good understanding of business processes and workflow-based applications.
• Good understanding of web applications and web services.
• Experience with Oracle RDBMS/SQL.
• Experience with SOAP-UI.
• Knowledge of collaborative platforms, wikis and knowledge-sharing tools.
• Familiarity with standard office productivity tools.
• Excellent organisational, communication and documentation skills.
• Ability to work effectively in international and multicultural environments.
• English or French language proficiency at B2 level or higher.

Nice to have

• Experience with Activiti BPM.
• Experience supporting grants, procurement or expert management systems.
• Knowledge of financial processes in the public or private sector.
• Previous experience working within European Institutions or large international organisations.
• Experience supporting high-volume business-critical workflow applications.

What We Offer:

• Prestigious projects within European institutions.
• International, innovative, and multicultural environments.
• Continuous support from a team of experts in EU projects.

If you are ambitious, enthusiastic, and seeking a new professional challenge in international projects with real-world impact, this is the place for you!

In accordance with Organic Law 3/2007 of March 22, the company is committed to promoting the defense and effective application of the principle of equality between men and women, preventing any type of labor discrimination based on sex, and guaranteeing equal entry opportunities. Furthermore, we promote diversity and reject any discrimination based on race, gender, functional diversity, religion, sexual orientation, gender identity, or any other personal or social condition, striving to build an inclusive and enriching environment.