Service Desk Agent

H2B Group is a consulting firm that helps clients automate their business processes using AI and supports IT specialists in advancing their careers through the B2B model. They offer projects in fintech, medtech, edutech, and industrial automation industries. The role involves supporting a prestigious international diplomatic organization in Brussels with a multicultural first- and second-line service desk environment.

• Solid knowledge of Windows 10+ workstation support and administration.
• Proficiency in MS Office suites.
• Basic understanding of Windows/Linux servers and Active Directory account management.
• Foundational knowledge of network setups, protocols, antivirus software, backup/restore, and automated patch/software distribution.
• Fluent English and French at C1 level, both strictly required and subject to verification.
• At least 1 year of experience in IT technical support or a Service Desk environment.
• Readiness to work on-site in Brussels, Belgium.

Nice to have:

• Windows 10 MCSA / M365 Modern Desktop Administrator Associate or equivalent certification.
• IT Helpdesk Professional / Google IT Support / Call Centre Associate Certified.
• Advanced Windows troubleshooting or MS Office specialist certificates.

• Provide comprehensive multichannel 1st and 2nd line user support via phone, ticketing systems, chat, and instant messaging.
• Handle, diagnose, and follow up on user incidents and service requests for timely resolution.
• Assist end-users with software, services, and applications, including onboarding and "train-the-trainer" sessions.
• Manage system maintenance tasks such as account management, software distribution, basic network setups, printing/scanning issues, backup/restore procedures, and patch management.
• Work independently under tight deadlines and pressure while maintaining high quality standards.

The position requires work on-site in Brussels, Belgium. English and French language skills at C1 level are strictly required and will be verified. Personal data is processed by H2B Group under applicable laws in the recruitment process.