Service Desk Analyst (Junior)

act digital; Town of Brussels (WI); On-site; USD 40,000 - 54,000; Full time

Job summary

Act Digital is seeking a Junior Service Desk Analyst to support a leading European institution from near Brussels. The role focuses on guiding users of Horizon Data Intelligence systems, handling incidents, and assisting with data access and reporting requests.

The ideal candidate will have ITIL Foundations, strong data management knowledge, and excellent communication in English (C1). Familiarity with SQL, Qlik Sense, and Python is a plus.

Qualifications

• Experience in end user assistance and support of information systems, especially data/reporting.
• Clear communication to non-technical users.
• Familiarity with Horizon Data Intelligence ICT tools.
• Good knowledge of information systems and data management.

Responsibilities

• Provide user guidance and support for Horizon Data Intelligence information systems and ICT tools.
• Follow up incidents related to information systems, data access, data quality issues, and ad hoc reporting requests.
• Resolve user requests related to data access, reporting, and system usage with clear communication.
• Document issues, knowledge, and support procedures; transfer knowledge to colleagues.
• Categorize and prioritize incoming tickets and escalate where needed.
• Support ad hoc reporting needs related to data services and tools.
• Explain technical matters clearly to non-technical users in multilingual environments.

Skills

ITIL Foundations

SQL

Qlik Sense

Python

Data reporting

End user support

Communication

Tools

Ticketing systems

Remote support tools

Job description

Act Digital is looking for a Junior Service Desk Analyst for a leading European institution.

TASKS :

• Provide user guidance and support regarding the use of Horizon Data Intelligence information systems and ICT tools.
• Follow up incidents related to information systems, access to data, data quality issues, and ad hoc reporting requests.
• Follow up and resolve user requests related to data access, reporting, and system usage, ensuring appropriate communication and traceability.
• Follow up bug reports, document issues, and elevate them to the relevant teams where necessary.
• Document knowledge, known issues, and support procedures, and transfer this knowledge to colleagues.
• Categorize and prioritize incoming tickets and service requests correctly and elevate where needed.
• Support ad hoc reporting needs related to data services and associated data tools.
• Communicate technical matters clearly to non-technical users and provide practical support in multilingual environments.

SENIORITY REQUIREMENTS :

To qualify for this position, the consultant must have:

REQUIREMENTS :

Required Certifications :

• Advantage: A certification directly related to the requested profile, e.g. ITIL Foundations.

Knowledge & Skills :

• Knowledge of EU and Research and Innovation funding schemes and policy activities.
• Knowledge of European Commission business processes, tools and specific databases and data flows, or readiness to learn quickly.
• Proven experience in end user assistance and support of information systems, particularly in data and reporting contexts.
• Good knowledge of information systems and data management matters.
• Experience with SQL for basic querying, troubleshooting, and report-related support.
• Experience with Qlik Sense for supporting reporting and data access requests.
• Knowledge of Python is an asset.
• Knowledge of ITIL-based support practices, incident follow-up, and service request handling.
• Ability to document known issues, support knowledge, and operational practices clearly.
• Skill in using operating systems, remote support tools, and ticketing systems, combined with the ability to apply basic troubleshooting techniques.
• Excellent capacity to explain technical concepts to non-technical audiences.
• Very good communication skills with both technical and non-technical stakeholders.
• Strong analytical and problem-solving skills.
• Ability to categorize, prioritize, and follow up support requests accurately.
• Ability to write and present in a clear and comprehensive manner.

(!) IMPORTANT :

• Open to EU candidates, as well as non-EU candidates already located in Belgium.
• English language proficiency at C1 level.
• Near-site, Brussels.
• Long-term, Full-time.

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