Service Desk Agent

Service Desk Agent
We are looking for a Service Desk Agent III L2 to join a Digital Workplace support project based in Brussels.
The role focuses on providing user support, managing incidents and service requests, and assisting users with workplace services, software, and applications through multiple communication channels.
Responsibilities
– Perform Digital Workplace support activities.
– Manage user interactions via phone, ticketing portal, chat, and messaging.
– Provide user guidance and support regarding services, software, and applications.
– Follow up on incidents and user requests.
– Support workstation administration and troubleshooting.
– Perform basic tasks related to account management, network setup, backup and restore procedures, antivirus management, patch and software distribution, scanning, and printing.
– Deliver quality support while working against tight deadlines and under pressure.
– Train other team members according to the train-the-trainer principle.
– Work independently without supervision.
Tech stack
Windows 10+, Microsoft Office 2016+, Windows Server, Linux, Active Directory, Networking, Backup & Restore, Antivirus, Patch Management
Requirements
– Minimum 1 year of professional IT support experience.
– Good knowledge of workstation support and administration with Windows 10 or newer.
– Good knowledge of Microsoft Office 2016 or newer.
– Basic knowledge of Windows and Linux server environments.
– Basic knowledge of Active Directory services.
– Knowledge of account management.
– Knowledge of network setup and protocols.
– Knowledge of backup and restore procedures.
– Knowledge of antivirus management.
– Knowledge of patch and software distribution.
– Understanding of scanning and printing.
– Excellent communication and interpersonal skills.
– Analytical mindset.
– Ability to work under stress while maintaining a positive attitude.
– Strong service attitude and commitment to quality.
– Proactive and reactive approach to user support.
– Ability to train others.
– Ability to work against tight deadlines and under pressure.
– Ability to work independently without supervision.
– Good listening skills when handling customer complaints.
– English and French at C1 level are mandatory.
Nice to have
– Windows 10 MCSA certification.
– Microsoft 365 Certified: Modern Desktop Administrator Associate.
– IT Helpdesk Professional certification or equivalent.
– Google IT Support Professional Certificate.
– Microsoft Office Specialist (MOS).
– Advanced Windows troubleshooting training.
– Call Centre Associate certification or equivalent.
Project details
– Rate: up to 130 PLN/hour.
– Location: Brussels, Belgium.
– Work model: near-site.
Recruitment process
– Screening.
– Interview with the client, partially technical.
– Decision.