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User Support

Freelance or Permanent
Job start As soon as possible
Walloon Brabant Province

Job description

Are you passionate by the EU environment and/or IT solutions ? Then we may have the right position for you!

We are looking for a User Support to work in Louvain-La-Neuve.

The purpose of the function is to provide basic and advanced technical support (Level I and Level II).

Job Description

This function includes

  • Handle accurately and timely user requests issued by phone, e-mail and via a ticketing application
  • Prioritize and categorize the requests according to the project scope and context
  • Answer to user request and escalate issues to appropriate third party based on the issue type
  • Document the request resolution
  • Discuss cases and share information with the team members
  • Give regular feedback to the manager about the most recurrent issues
  • Provide the manager with information for the operation reports
  • Take part to the creation, the update and the diffusion of the service desk knowledge base


You are able to 

  • Acquire needed computer skills (Network, Security, VPN, Operating System, XML, HTML, Database, SQL basics, Ticketing tool, Monitoring tool…).

  • Acquire sufficient knowledge of the user and administration functions of the supported application by reading technical documents (functional analysis, use cases, requirements…)
  • Acquire sufficient knowledge about the supported business by reading documentation (e.g. regulation, legal document, functional analysis…)
  • Write and execute Standard Operation Procedures
  • Write user documentation


You can demonstrate the following skills

  • You have around 3 years of professional experience preferably in the IT sector or as User Support OR have a Bachelor Degree (BAC+3)
  • Spoken languages: English and French
  • Written language: English
  • Writing capabilities
  • Good knowledge of Windows and MS Office
  • Knowledge of a ticketing tool (JIRA, SMT, OTRS…)


The following skills are an advantage

  • Basic network knowledge (VPN, IP resolution, certificate handling, SFTP…)
  • Database basic knowledge
  • SQL querying basic knowledge
  • Experience in reading and interpreting log files
  • Knowledge Adobe Captivate
  • Knowledge of HTML, JavaScript, PHP, Java, VB.Net and other programming languages
  • Knowledge of a Content Management System usage (e.g. SharePoint)
  • Knowledge of Active directory
  • ITIL Foundation certification

You must be available for specific service desk time schedule (7:00 – 15:30, 10:30-19:00 or 9:00-17:30) and for possible extended time service during public holidays or for 24/7 in standby mode.

Interested? Then apply directly or contact me at ioanna@mynextcompany.eu