Service Desk Operator (SDO)

Company Description

We are Netcompany-Intrasoft, a leading European IT Solutions and Services Group with strong international presence and expertise, offering innovative and added-value solutions of the highest quality to a wide range of international and national public and private organizations. More than 500 organizations in over 70 countries worldwide have chosen the company's services and solutions to fulfill their business needs.

For more information regarding our company, current projects, and openings around Europe, please consult our website:

Job Description

A day in the life of a Service Desk Operator

As a Service Desk Operator, you will be a part of a vibrant team who support of mission-critical applications for the European Commission, Member States and other European countries. 

Your main duties include:

  • Receiving calls and emails, first-line customer liaison: service desk agent, incident and request agent
  • Recording incidents and requests in the Service Management Tool. Logging all relevant incidents/service request details allocating categorization and priorisation codes.
  • Making an initial assessment and diagnose of incidents and service requests, and attempting to resolve them. Make use of the knowledge database
  • Follow the documented procedures
  • Escalating incidents or services requests that can not resolve/fulfil to other support agents in the same support group or to different support groups
  • Record and update information in knowledge database
  • Monitoring progress of incident resolution relative to the appropriate SLA
  • Keeping customers informed on incident status and progress
  • Managing the incident life-cycle, including closure and verification
  • Closing incidents and confirmation with the customer
  • SDO may be asked to fulfil ITSS tasks and vice-versa when working for MEP IT Support

If you have

  • Minimum of 1 year of relevant professional experience
  • Good IT knowledge
  • Experience using ticketing tools
  • User oriented
  • Very good skills in all of the MS office applications
  • ITIL V4 Foundation Certified
  • Fluency in both English/French both written and oral
  • Part of the consultants needs to be fluent in German both written and oral as well
  • Knowledge of additional EU official languages may be considered an asset
  • Strong analytical and problem-solving skills
  • Very good communication skills

…then this position is suitable for you!

This position comes with

  • Competitive compensation packages
  • Interesting and challenging tasks within large-scale projects
  • An international dynamic within a fast-paced working environment
  • The opportunity to work in a diverse environment with talented colleagues
Additional Information

We ensure equal opportunities, treatment, and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. At Netcompany-Intrasoft we respect human rights as part of our culture, and we focus on creating a positive workplace in which all employees are valued and where diversity and inclusivity are welcomed.


Our culture

Our people are the most important element of our success. Our work life is well defined by our set of fundamental Values 


*Please submit your CV in English

All applications will be treated as strictly confidential.


Brussels, Belgium

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