Helpdesk Support Analyst

Brussels, Belgium


  • 2nd line support analysis, tracking and monitoring of business workflow application problems and impediments up to their resolution;
  • Redaction of detailed problem descriptions and reports as meaningful input for upstream support teams (3rd line, application developments teams);
  • 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 application problems and impediments;
  • Management and follow-up of user requests;
  • Guidance regarding the use of information systems;
  • Management of problems and impediments related to information systems; organisation of the reporting;
  • Conception and organisation 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.


  • Bachelor Degree in IT or related field with a minimum of 6 years of professional IT experience OR 9 years of professional experience in IT overal, in case of no Degree;
  • Proven knowledge in end user assistance and/or support of information systems, especially in the context of the analysis and resolution of business workflow application problems and impediments, is essential (2nd level support);
  • Good understanding of business processes and requirements in the private and/or public sector (e.g. financial, procurement, etc.);
  • Knowledge of wiki, collaborative sites and social networks and IS knowledge base maintenance;
  • Good reporting methods;
  • Very good knowledge in ITIL procedures or equivalent and the related support tools is mandatory;
  • Good knowledge of business workflow application analysis tools (e.g. PL/SQL, SOAP-UI) is essential;
  • Ability to participate in multi-lingual meetings, ease of communication;
  • Very good command of the English language is mandatory.

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