IT Helpdesk Agent (L1)

• 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.

Languages

• MANDATORY : English + French + Dutch
• ✔ Windows 10/11 & Microsoft Office 365
• ✔ ITSM tools (ServiceNow, 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