Service Desk Agent – Level 2 (IT Support)

About the role

Fincons Group is seeking a Service Desk Agent (Level 2) to provide second‑line support to its Brussels office and international users. The role involves handling incidents, troubleshooting applications and ensuring smooth collaboration across teams.

Key responsibilities

• Provide end‑user support, incident management and application troubleshooting in line with ITIL 4 processes.
• Organise and lead regular coordination meetings, capture minutes and follow‑up actions across multiple teams.
• Manage analytical and technical issues, propose viable action lists and ensure resolution through ticketing systems.

Required profile

• 5+ years of experience in 2nd‑level Service Desk or similar ICT support roles.
• Strong knowledge of ITIL 4 practices and ITSM tools such as ServiceNow or Jira.
• Ability to work in an international, multi‑cultural environment and participate in multilingual meetings.
• English proficiency at B2+ level; on‑site presence in Brussels one day per week.
• Master’s degree with 5 years experience or secondary education with 12 years experience.

Required skills

• ITIL 4 framework.
• ServiceNow and Jira.
• Oracle SQL and SOAP‑UI.
• Activiti BPM (plus).
• Microsoft Office suite.
• Operating systems, remote support tools and ticketing systems.