Service Desk Agent (1st line) – Brussels


We are looking for a Service Desk Agent (1st line) for one of our clients in Brussels.


Belgium – International Organisations



– Recording, tracking and monitoring of business workflow application incidents, problems and impediments up to their resolution

– 1st line support analysis of application incidents

– User guidance and support regarding the use of information systems / ICT tools, by phone and e-mail

– Mastering of information sites and maintenance of the unit’s knowledge base

– Follow-up of service quality in the context of incidents

– Management and follow-up of user requests

– Guidance regarding the use of information systems

– Management of incidents related to information systems; organization of the reporting

– Conception and organization of user documentation for information systems

– Participation in user, service and project meetings

– Depending on the circumstances, the expert may be requested to provide assistance or support in the resolution of production issues



– Proven knowledge in end user assistance or support of information systems, especially in the context of business workflow applications, is essential

– Good understanding of business processes and requirements in the private and/or public sector (e.g. financial, procurement, etc.)

– Knowledge of end user/client support in e-Business/e-Commerce is an asset

– Knowledge of wiki, collaborative sites and social networks and IS knowledge base maintenance

– Good reporting methods

– Good IT skills; very good knowledge of MS-OFFICE tools is mandatory

– Very good knowledge in ITIL procedures or equivalent and the related support tools is mandatory

– Ability to participate in multi-lingual meetings, ease of communication.

– Very good command of the English language is mandatory

– Excellent communication / writing skills.

– Ability to apply high quality standards to all tasks

– Ability to cope with fast changing technologies used in application developments

– Capability of integration in an international/multi-cultural environment, rapid self-starting capability and experience in working in a team.


We offer an opportunity as an employee with an open-ended contract and:

  • Real career possibilities in a fascinating IT sector, a constantly growing dynamic company and a well-established international track record.
  • A strong learning and development program;
  • A challenging environment, where collaborative working and continuous self-improvement is the key to success;
  • A good work-life balance;
  • A competitive salary package (including meal vouchers, hospital insurances, pension insurance plan, etc.).

We also welcome anyone who wants to work with us on a freelancer contract and long-term mission.


Our values

We do not only have a set of value that guide our daily choices, but they are really embedded in our DNA. We call it WESTPOLE MENTALITY. Our culture respects individuality and growth for each employee, and if you join our family you will be in contact every day with our values, which represent the way we face our daily challenges.