Service Desk Second Line Agent EU Institutions

pEvery professional in our company is vital to us. Thanks to their talent, we continue to expand; today, we are a global team of over 11,000 people working toward a common goal. /p pAyesa Digital is currently participating in high-impact European Union projects designed to address major European challenges and drive science and innovation. These are strategic technological projects based on collaborative initiatives that stand out for their international focus and a strong commitment to socially oriented results. /p pWe are looking for an experienced bService Desk Second Line Agent /bto join an international environment supporting critical business applications and digital services used by European institutions and stakeholders. /p pBased in bBrussels (hybrid, with regular on-site presence), /b you will provide advanced application support, incident management and user assistance for complex workflow systems related to grants, experts and procurement management. Working within a multicultural environment, you will collaborate with business users, technical teams and service managers to ensure service continuity, system reliability and a high-quality user experience. /p h3What you'll do /h3 ul liProvide advanced user support and guidance for business applications and ICT tools. /li liInvestigate, analyse and follow up on incidents affecting production systems. /li liRecord, analyse, track and manage incidents, problems and change requests, ensuring complete traceability throughout the support lifecycle. /li liResolve user requests through ticketing systems while ensuring compliance with agreed service level agreements (SLAs). /li liEscalate software defects and coordinate with development and technical teams until resolution. /li liMonitor business workflow applications and identify defects through application and database log analysis. /li liCategorise, prioritise, and triage tickets received through multiple support channels, including portal, chat, email and telephone. /li liSupport incident, problem and change management activities. /li liCreate and maintain knowledge base articles, troubleshooting guides and support documentation. /li liShare knowledge and best practices with colleagues and support teams. /li liParticipate in coordination meetings, track actions and prepare meeting minutes when required. /li liCollaborate with technical and business teams to identify root causes and propose corrective actions. /li /ul h3What we're looking for /h3 ul liUniversity degree corresponding to Level 6 of the European Qualifications Framework (typically a Bachelor's degree or 3 years of higher education) and minimum 7 years of professional IT experience. All university degrees are accepted, regardless of field of study. /li liMinimum 5 years of experience as a Service Desk Second Line Agent, Application Support Analyst or in a similar ICT support role. /li liProven experience providing end-user support for business applications and information systems. /li liGood knowledge of ITIL practices, including Incident Management, Request Fulfilment, Knowledge Management and Problem Management. /li liExperience working with IT Service Management (ITSM) tools such as ServiceNow, Jira Service Management or similar platforms. /li liExperience using remote support tools and ticketing systems. /li liStrong analytical and troubleshooting skills. /li liAbility to analyse application behaviour, identify issues and coordinate resolutions across multiple teams. /li liGood understanding of business processes and workflow-based applications. /li liGood understanding of web applications and web services. /li liExperience with Oracle RDBMS/SQL. /li liExperience with SOAP-UI. /li liKnowledge of collaborative platforms, wikis and knowledge-sharing tools. /li liFamiliarity with standard office productivity tools. /li liExcellent organisational, communication and documentation skills. /li liAbility to work effectively in international and multicultural environments. /li liEnglish or French language proficiency at B2 level or higher. /li /ul h3Nice to have /h3 ul liExperience with Activiti BPM. /li liExperience supporting grants, procurement or expert management systems. /li liKnowledge of financial processes in the public or private sector. /li liPrevious experience working within European Institutions or large international organisations. /li liExperience supporting high-volume business-critical workflow applications. /li /ul h3What

We Offer
/h3 ul liPrestigious projects within European institutions. /li liInternational, innovative, and multicultural environments. /li liContinuous support from a team of experts in EU projects. /li /ul pIf you are ambitious, enthusiastic, and seeking a new professional challenge in international projects with real-world impact, this is the place for you /p pIn accordance with Organic Law 3/2007 of March 22, the company is committed to promoting the defense and effective application of the principle