IT Service Desk Agent

About the role

As an IT Service Desk Agent at Brussels Airlines, you will be the first point of contact for all IT‑related questions, incidents and service requests. You will provide high‑quality first‑line support in a fast‑paced, aviation‑critical environment, ensuring smooth hand‑over to second‑line teams and keeping operations running efficiently.

Key responsibilities

• Analyse incoming incidents, assess operational impact and document them accurately.
• Resolve first‑line incidents within agreed timeframes and escalate when necessary.
• Keep stakeholders informed and proactively follow up on open tickets.
• Monitor SLA deadlines and communicate clearly during high‑priority situations.
• Translate user service requests into clear, actionable tasks for internal teams or subcontractors.
• Maintain the Service Desk change calendar and communicate planned changes to users.
• Perform basic asset management, tracking hardware movements and ensuring compliance documentation.
• Update Knowledge Base articles, operational procedures, contact lists and escalation charts.
• Identify recurring issues and propose improvements to streamline processes.

Required profile

• Strong communication skills with the ability to keep stakeholders informed.
• Proactive attitude and ability to follow up on tickets and SLA deadlines.
• Attention to detail for accurate documentation and asset tracking.
• Willingness to work in shift patterns, including standby for high‑priority incidents.
• Team‑oriented mindset to collaborate with second‑line teams and subcontractors.

Required skills