Service Desk Agent Level 1 – EU Project

About the role

Ayesa Digital is seeking a Service Desk Agent Level 1 to support IT users within a European Union project. The role is based in Brussels and involves providing first‑level IT support in an international, multicultural environment.

Key responsibilities

• Provide first‑level IT support for hardware, software, application, access and connectivity issues.
• Register, categorise, prioritise and monitor incidents and service requests using ticketing tools.
• Troubleshoot common problems and deliver appropriate solutions or work‑arounds.
• Escalate incidents to second‑level or specialised teams when required.
• Follow up on open tickets, ensuring documentation and progression within service levels.
• Maintain accurate records of incidents, resolutions and technical information.
• Contribute to knowledge bases, FAQs and user support documentation.
• Identify recurring issues and support continuous improvement of support processes.

Required profile

• University degree (Level 7 EQF, master’s or equivalent) with at least 10 years of professional IT experience.
• Professional experience in IT Service Desk, Help Desk or similar support environments.
• Strong knowledge of incident and service request management and ticketing systems.
• Excellent written and spoken English or French (minimum CEFR B2).
• Ability to work effectively in an international, multicultural setting.
• Customer‑oriented mindset with strong organisational skills.

Required skills

• Ticketing systems
• Hardware troubleshooting
• Software troubleshooting
• Application support
• Connectivity troubleshooting

What we offer

• Opportunity to work on a prestigious European Union project.
• International, innovative, and multicultural working environment.
• Exposure to IT service management, Service Desk operations and user support processes.
• Continuous support from a team of experts working on EU projects.
• Professional career development in an international technological setting.
• Work location in Brussels with a near‑site working model.