Job Description – IT Helpdesk Agent (1st Line)

Mission

We are looking for Medior IT Helpdesk Agents (1st Line) to reinforce the IT and Stores service desk activities. You will support a wide audience of end users with questions related to email, conferencing tools, business applications (e.g. SAP), cloud, and various software and hardware platforms.

Responsibilities

• Register and analyze incidents (tickets) raised by end users.
• Solve incidents directly or escalate to 2nd line support when required.
• Take full ownership of tickets you create, ensuring proper follow-up until resolution.
• Communicate clearly and effectively with end users, translating technical issues into understandable language.
• Collaborate closely with internal colleagues and external service providers.

Profile

• Experience in a similar IT support/helpdesk role is a strong advantage.
• Minimum: completed secondary school (high school) with additional IT/computer science training preferred.
• Strong analytical and problem-solving skills.
• Affinity with IT and technical support.
• Excellent communication skills (spoken and written).
• Stress-resistant and client-focused.

Languages

• Fluency in Dutch or French required.
• Fluency in both Dutch and French is a strong advantage.
• Conversational English.