Service Desk -Line Agent

ABOUT THE ROLE

In this role, you will provide end-user support for enterprise information systems used for grants, experts, and procurement management within a large European public-sector environment.

You will manage incidents and service requests, troubleshoot application issues, maintain knowledge documentation, and ensure timely resolution according to defined SLAs.

RESPONSIBILITIES

• Provide user guidance and support for information systems and ICT tools
• Track and resolve incidents and service requests according to SLAs
• Log, categorize, prioritize, and escalate tickets across portal, chat, phone, and email channels
• Document and track software defects through resolution
• Maintain knowledge articles, known issues, and support documentation
• Apply impact, urgency, and escalation criteria to ensure service continuity
• Collaborate with technical and business teams to resolve user issues

REQUIREMENTS

• University degree corresponding to EQF Level 6, typically a Bachelor's degree or equivalent
• 12+ years of professional IT experience
• Strong experience in end-user assistance and information systems support
• Good knowledge of ITIL 4 practices, including Incident Management, Request Fulfilment, Knowledge Management, and Problem Management
• Experience with ITSM tools such as ServiceNow or Jira Service Management
• Experience with ticketing systems and remote support solutions
• Good knowledge of operating systems and basic troubleshooting techniques
• Experience supporting business workflow applications
• Strong technical documentation and knowledge-sharing skills
• Knowledge of wiki platforms, collaboration tools, and office automation solutions
• Ability to work independently and within international, multicultural teams
• Strong communication and interpersonal skills
• English or French proficiency at B2 level or higher