Service Desk Analyst | EU Institutions

At Ayesa Digital, we grow with you!

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 Analyst to join an international environment providing meeting and conference support used by European institutions and stakeholders.

Based in Brussels, with on-site presence at least two days per week and ad hoc on-site presence on short notice, you will provide first-line technical support, meeting room assistance, in-room support and training on equipment for hybrid meetings. Working within a multicultural environment, you will collaborate with resolver groups and colleagues to ensure fast incident resolution and a high level of user satisfaction.

What you'll do

• Guide and support users on information systems and ICT tools
• Follow up incidents and organise the related reporting
• Track and resolve service requests through ticketing systems in line with agreed SLAs
• Log, categorise and escalate software defects to the appropriate teams with full traceability
• Categorise and prioritise tickets from multiple channels (portal, chat, phone, email) by impact and urgency
• Ensure first-call resolution targets and complete ticket hygiene (categories, work notes, resolution codes)
• Document knowledge and known issues and share them with colleagues
• Feed ticket data into the knowledge base and article backlog
• Review monthly KPIs and propose continuous improvement actions to problem management
• Prepare shift handover notes and peak-time staffing plans

What we're looking for

• Master's degree and 5 years of IT professional experience, or bachelor's degree and 7 years, or secondary education and 12 years
• At least 7 years of experience in end-user assistance, including incident handling, user guidance and troubleshooting
• At least 2 years of experience with ticketing systems / ITSM tools (e.g., ServiceNow, Jira Service Management)
• ITIL 4 Foundation certification and practical knowledge of Incident Management, Request Fulfilment, Knowledge Management and Problem Management
• Good practical knowledge of Microsoft Office and Microsoft Teams
• Experience with remote support tools, operating systems and basic troubleshooting techniques
• Experience with wikis and collaborative sites
• Excellent communication and writing skills, and the ability to work both in a team and autonomously
• English and French language proficiency at B2 level or higher, spoken and written.

Nice to have

• Experience supporting meeting rooms, audio-visual equipment or hybrid meetings
• Previous experience in European institutions
• Security clearance, or eligibility to obtain it

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.