Job Description & How to Apply Below
We are looking for an experienced IT Helpdesk Agent (L1) to join an IT support team.
Key responsibilities
Act as the first point of contact for IT incidents and service requests.
Manage tickets through the ITSM platform, ensuring accurate categorization and prioritization.
Resolve Level 1 issues, including password resets, account management, Hardware/software troubleshooting and connectivity problems.
Escalate more complex incidents to L2/L3 teams with proper documentation.
Ensure SLA compliance and provide regular updates to end users.
Contribute to the knowledge base by documenting recurring issues and solutions.
Required skills
Windows 10/11 & Microsoft Office 365
ITSM tools (Service Now, Jira, Remedy or similar)
Active Directory & user account management
Basic networking & VPN troubleshooting
ITIL Foundation knowledge
Nice to have:
Google Workspace tools
Experience in large enterprise environment
Soft skills:
Customer-oriented
Strong communicator
Stress-resistant
Team player
Languages:
Mandatory :
English + French + Dutch
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