Service Desk Analyst
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• Provide user guidance and support regarding the use of Horizon Data Intelligence information systems and ICT tools.
• Follow up incidents related to information systems, access to data, data quality issues, and ad hoc reporting requests.
• Follow up and resolve user requests related to data access, reporting, and system usage, ensuring appropriate communication and traceability.
• Follow up bug reports, document issues, and escalate them to the relevant teams where necessary.
• Document knowledge, known issues, and support procedures, and transfer this knowledge to colleagues.
• Categorize and prioritize incoming tickets and service requests correctly and escalate where needed.
• Support ad hoc reporting needs related to data services and associated data tools.
• Communicate technical matters clearly to non-technical users and provide practical support in multilingual environments. SENIORITY
REQUIREMENTS:
To qualify for this position, the consultant must have:
• Junior level.
REQUIREMENTS:
Required Certifications :
• Advantage: A certification directly related to the requested profile, e.g. ITIL Foundations. Knowledge &
Skills:
• Knowledge of EU and Research and Innovation funding schemes and policy activities.
• Knowledge of European Commission business processes, tools and specific databases and data flows, or readiness to learn quickly.
• Proven experience in end user assistance and support of information systems, particularly in data and reporting contexts.
• Good knowledge of information systems and data management matters.
• Experience with SQL for basic querying, troubleshooting, and report-related support.
• Experience with Qlik Sense for supporting reporting and data access requests.
• Knowledge of Python is an asset.
• Knowledge of ITIL-based support practices, incident follow-up, and service request handling.
• Ability to document known issues, support knowledge, and operational practices clearly.
• Skill in using operating systems, remote support tools, and ticketing systems, combined with the ability to apply basic troubleshooting techniques.
• Excellent capacity to explain technical concepts to non-technical audiences.
• Very good communication skills with both technical and non-technical stakeholders.
• Strong analytical and problem-solving skills.
• Ability to categorize, prioritize, and follow up support requests accurately.
• Ability to write and present in a clear and comprehensive manner. () IMPORTANT :
• Open to EU candidates, as well as non-EU candidates already located in Belgium.
• English language proficiency at C1 level.
• Near-site, Brussels.
• Long-term, Full-time. -
- If you're interested, feel free to submit your application through this job posting, or alternatively send your resume to: oaraoua@actdigital.eu
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