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.

Work arrangement
Yes