Service Desk -Line Agent

ABOUT THE ROLE

In this role, you will provide end-user support for enterprise information systems used for grants, experts, and procurement management within a large European public-sector environment.

You will manage incidents and service requests, troubleshoot application issues, maintain knowledge documentation, and ensure timely resolution according to defined SLAs.

RESPONSIBILITIES

• Provide user guidance and support for information systems and ICT tools
• Track and resolve incidents and service requests according to SLAs
• Log, categorize, prioritize, and escalate tickets across portal, chat, phone, and email channels
• Document and track software defects through resolution
• Maintain knowledge articles, known issues, and support documentation
• Apply impact, urgency, and escalation criteria to ensure service continuity
• Collaborate with technical and business teams to resolve user issues

REQUIREMENTS

• University degree corresponding to EQF Level 6, typically a Bachelor’s degree or equivalent
• 12+ years of professional IT experience
• Strong experience in end-user assistance and information systems support
• Good knowledge of ITIL 4 practices, including Incident Management, Request Fulfilment, Knowledge Management, and Problem Management
• Experience with ITSM tools such as ServiceNow or Jira Service Management
• Experience with ticketing systems and remote support solutions
• Good knowledge of operating systems and basic troubleshooting techniques
• Experience supporting business workflow applications
• Strong technical documentation and knowledge-sharing skills
• Knowledge of wiki platforms, collaboration tools, and office automation solutions
• Ability to work independently and within international, multicultural teams
• Strong communication and interpersonal skills
• English or French proficiency at B2 level or higher

SoftServe is an equal opportunity employer. Qualified applicants will receive consideration regardless of race, color, ancestry, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, citizenship, disability, health condition, marital or family status, veteran status, or any other characteristic protected by applicable law.