As a First Line Service Desk Agent, you will be the first point of contact for users within a European institution in Brussels who are experiencing technical issues. Your primary responsibility will be to provide efficient and customer-focused support within a Windows environment, ensuring that incidents and service requests are resolved promptly or escalated appropriately. You will work in an international and multilingual context where both English and French are used daily.
Key Responsibilities
- Provide first-line technical support via phone, email, or ticketing system.
- Diagnose and resolve issues related to Windows operating systems, Microsoft 365, and standard office applications.
- Assist with password resets, account management, and access rights.
- Record all incidents and service requests accurately in the ITSM tool.
- Escalate unresolved issues to the second-line support team when necessary.
- Follow established IT procedures and service level agreements (SLAs).
- Contribute to the knowledge base by documenting solutions and known issues.
- Maintain a professional and customer-oriented approach at all times.
Required Skills & Experience
- Experience in a similar service desk or IT support role.
- Strong knowledge of Windows operating systems (Windows 10/11, Active Directory, etc.).
- Familiarity with Microsoft 365, Teams, Outlook, and Office applications.
- Basic understanding of networking (DNS, DHCP, VPN, etc.) is a plus.
- Excellent communication and problem-solving skills.
- Ability to work effectively in an international and multicultural environment.
- Bilingual proficiency in English and French is mandatory.
- Customer-oriented mindset and ability to work under pressure
REF. 2025-022-T