We are searching for Junior Support Agents or Help Desk Analysts or Line 1 Support for a contract position in Brussels Belgium. No experience is required. EU Nationals only due to Security Clearance requirements. 

Requirements:

• EU Nationals only due to security clearance
• 6 months of help-desk experience is desirable
• Good IT Knowledge e.g. Windows 10 Operating System (tools and configuration), Windows and Microsoft Office applications
• Secondary high school Diploma
• ITIL v3 Foundation certification (can be obtained after the contract is taken)
• At least one technical certification (besides ITIL) in their area of expertise (can be obtained after the contract is taken)
• Soft skills: Excellent communication, empathy, good teaching and learning skills
• Ability to work under stress, while keeping a positive attitude.
• Excellent service attitude and commitment to quality.
• Proactive and analytical
• Excellent communication skills and motivation to learn
• Languages: French and English (fluent)

Job description:

• Capture, synthetize, and highlight relevant information in order to collaborate with IT colleagues on complex issues
• Translate IT vocabulary into pieces of information understandable by Business Users
• Translate Business vocabulary into technical keywords in order to search for relevant Knowledge Base articles
• Log, categorize, prioritize, diagnose, troubleshoot and resolve incidents
• Log, categorize, and perform tasks related to service requests, including user-rights management
• Propose process and tools improvements in order to increase the Service Desk productivity
• Perform quality audits based on established processes and procedures
• Perform escalations when required
• Propose and improve Knowledge Base articles

Work conditions:

• Shift and rota