IT Helpdesk Agent (1st Line) – Medior Level

Industry: Retail / Consumer Services

Location: Onsite – Brussels

Job Description We are currently looking for two IT Helpdesk Agents to strengthen the internal IT support team of a leading player in the retail industry . As a 1st Line Support Agent, you’ll be the first point of contact for internal users facing IT issues. Your focus will be on rapid problem analysis, accurate ticket registration, and effective resolution or escalation.

This is an onsite position with a strong emphasis on customer service, technical troubleshooting , and effective communication .

Responsibilities

• Serve as the first point of contact for internal IT users across stores and headquarters.
• Handle incoming requests related to:
• Google Mail & Hangouts
• Teleconferencing tools
• Business applications (e.g. SAP)
• Cloud services
• Hardware/software issues
• Create and manage incident tickets.
• Resolve issues when possible or escalate to the 2nd Line team.
• Maintain ownership of the ticket until complete resolution.
• Communicate clearly with internal clients, translating technical topics into user-friendly language.
• Collaborate with internal teams and external service providers.

Profile

• Experience in a similar IT support or service desk role is a major asset.
• Educational background: Minimum secondary school diploma, ideally complemented with IT-related training or certification.
• Analytical and solution-oriented mindset.
• Strong affinity with IT systems and support environments.
• Clear and professional communicator (both written and verbal).
• Able to perform well under pressure.

Language Requirements

• Fluent in Dutch or French
• Fluency in both Dutch and French is a major plus
• Conversational level in English