Senior Service Desk Officer

Are you an experienced IT professional looking for a long-term role within an international environment? On behalf of our client, the European Commission (DG CNECT), we are seeking a Senior Service Desk Agent.

In this role, you will combine first- and second-level end-user support with service management optimization in a multicultural setting.

Key Details

• Work Arrangement: Near-site (4 days remote / 1 day per week at the office in Brussels)
• Client: European Commission – DG CNECT
• Languages: Very good knowledge of English (CEFR B2 level or higher)
• Employment Type: Full-time

Main Tasks & Responsibilities

• User Support: Provide first- and second-level end-user assistance, including remote support for software and hardware issues.
• Hardware & Data Rooms: Install and configure IT equipment, particularly in a data room context.
• Incident & Ticket Management: Triage, track, and resolve service requests and incidents using ITSM tools (e.g., ServiceNow, Jira) in accordance with agreed SLAs.
• Service Management: Apply ITIL practices across Incident, Request Fulfilment, Knowledge, and Problem Management.
• Knowledge Sharing: Maintain and enrich the knowledge base (using Confluence, SharePoint, or Teams) by documenting procedures and standard resolutions.
• Service Continuity & Improvement: Conduct monthly KPI reviews (including First-Call Resolution), manage shift handovers, and input into problem management actions.

Requirements (European Commission Standard Qualifications)

Candidates must meet one of the following combinations of education and professional experience:

1. Master's Degree (EQF Level 7) + minimum 15 years of professional IT experience.
2. Bachelor's Degree (EQF Level 6) + minimum 17 years of professional IT experience.
3. Secondary Education Degree + minimum 22 years of professional IT experience.

Specific Expertise Required:

• IT Experience: Minimum 15 years of proven professional experience in IT, specifically in 1st and 2nd level user assistance.
• Language Skills: Fluent in English (written and spoken, minimum B2 level).
• Tools: Hands-on experience with ITSM ticketing tools (ServiceNow, Jira Service Management, or equivalent) and remote support software.
• Process Knowledge: Practical understanding of ITIL methodologies.
• Soft Skills: Strong communication skills with non-technical users, organized approach to document control/confidentiality, and the ability to thrive in a multicultural team.

Assets (Optional)

• ITIL Foundation or equivalent IT Service Management certification (or knowledge of ITIL 4).
• Microsoft certifications in desktop or server operating system support.
• Scripting knowledge (e.g., PowerShell or Python) for automating support tasks.