Service Desk First-Line Agent
- Hiring from
- Belgium
- Work type
- Remote
- Posted
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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 4,200 professionals across 30 locations in 10 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:
Junior Service Desk First-Line Agent, working remotely for the European Commission in Brussels, with regular on-site presence of up to five days per quarter.
Assignment scope:
University degree equivalent to EQF Level 6 (Bachelor's degree or at least three years of higher education), in any field.
At least two years of professional IT experience.
Proven experience in end-user assistance and support for information systems.
Experience working in an international and multicultural environment, collaborating in a team and participating in multilingual meetings.
WHAT WE OFFER:
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
Required knowledge and skills:
Very good written and spoken English or French (minimum CEFR B2).
ITIL 4 practices: Incident Management, Request Fulfilment, Knowledge Management and Problem Management.
ITSM/ticketing tools such as ServiceNow or Jira Service Management, plus remote support tools.
Operating systems, basic troubleshooting, ticket triage, escalation and documentation writing.
Wikis, collaborative sites, social networks and office automation tools.
ITIL 4 Foundation certification is desirable but optional.
We have an opportunity that might be just what you are looking for!
About Us
At ALTIA, we are a team of more than 4,200 professionals across 30 locations in 10 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:
Junior Service Desk First-Line Agent, working remotely for the European Commission in Brussels, with regular on-site presence of up to five days per quarter.
Assignment scope:
- Provide end-user guidance and support for information systems and ICT tools.
- Log, categorise, prioritise, track and resolve service requests and incidents through ticketing systems, in line with SLAs.
- Escalate software defects to the appropriate teams and ensure traceability and follow-up.
- Maintain knowledge documentation, known issues, user guidance and troubleshooting materials.
- Support business workflow applications used for expert, grant and procurement management (eEXPERTS, eGRANTS and procurement-related tools).
University degree equivalent to EQF Level 6 (Bachelor's degree or at least three years of higher education), in any field.
At least two years of professional IT experience.
Proven experience in end-user assistance and support for information systems.
Experience working in an international and multicultural environment, collaborating in a team and participating in multilingual meetings.
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.
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
Required knowledge and skills:
Very good written and spoken English or French (minimum CEFR B2).
ITIL 4 practices: Incident Management, Request Fulfilment, Knowledge Management and Problem Management.
ITSM/ticketing tools such as ServiceNow or Jira Service Management, plus remote support tools.
Operating systems, basic troubleshooting, ticket triage, escalation and documentation writing.
Wikis, collaborative sites, social networks and office automation tools.
ITIL 4 Foundation certification is desirable but optional.
