L'Entreprise des Technologies Numériques de l'Information et de la Communication

About the Company

Actrice indispensable au bon fonctionnement de la Fédération Wallonie-Bruxelles, l’ETNIC conçoit et gère des solutions informatiques qui permettent aux administrations d’accomplir leur mission de service au Citoyen. Le contexte de la pandémie a rendu cette mission encore plus pertinente. Plus que jamais, le personnel de l’Entreprise des Technologies Numériques de l’Information et de la Communication est entièrement mobilisé sur un enjeu essentiel : la continuité et la numérisation des services de la F W-B. Les collaborateurs de l’ETNIC se réinventent chaque jour pour fournir de l’équipement informatique, développer des applications logicielles, gérer réseaux et hébergements, assurer la protection des données, garantir support et maintenance. Innover. Collaborer. Accompagner. Le fil rouge de l’ETNIC, c’est son capital humain. C’est mettre l’expertise de son personnel au service du Citoyen. C’est être le partenaire du changement. C’est faire de l’IT par et pour l’humain. Pour consulter toutes nos offres d'emploi, rendez-vous sur: https://monjob.etnic.be

Listed Jobs

Company Name

L'Entreprise des Technologies Numériques de l'Information et de la Communication

Job Title

Agent Front Office Service Desk (f/h/x)

Job Description

**Job Title:** Front Office Service Desk Agent (F/M/X) **Role Summary:** Provide level‑1 support for IT incidents and requests within the organization and for its clients. Serve as the single point of contact, prioritise incidents, diagnose, resolve or escalates to level‑2 support, and promote cybersecurity best practices. Collaborate on service desk projects and contribute to continuous service improvement. **Expectations:** - Deliver high‑quality, client‑centric support with accurate documentation. - Manage incident lifecycle from intake to closure, ensuring timely resolution. - Escalate unresolved issues to appropriate teams and follow up until closure. - Maintain up‑to‑date knowledge of ITIL principles, Windows OS, Microsoft Office, web browsers, and basic networking concepts. - Participate in on‑call duties and shift coordination as required. - Contribute to service desk initiatives, knowledge base updates, and IT vigilance. **Key Responsibilities:** 1. Log and triage incidents and service requests via telephone and ticketing portal. 2. Identify incident/request nature, determine priority using defined matrix, and assign resolution plans. 3. Investigate, diagnose, and resolve issues at level‑1; provide work‑arounds and guidance. 4. Escalate to level‑2 support when required, ensuring proper handover and follow‑up. 5. Communicate clearly with end‑users, confirming resolution satisfaction before closure. 6. Advise users on cybersecurity practices and best usage of IT resources. 7. Participate in continuous service availability, including night shifts or on‑call rosters. 8. Contribute to service desk projects, process improvements, and knowledge base entries. 9. Stay current with IT developments and maintain a strong technical baseline knowledge. **Required Skills:** - Strong written and verbal French (excellent expression). - Advanced knowledge of Microsoft Windows operating systems (desktop & server). - Proficiency with Microsoft Office 365 suite (Word, Excel, PowerPoint, Outlook). - Familiarity with major web browsers (IE, Firefox, Chrome). - Basic understanding of networking, servers, and application concepts. - Familiarity with ITIL v2/v3 frameworks. - Excellent customer‑orientated communication and troubleshooting ability. - Ability to work independently and as part of a multidisciplinary team. - High degree of accuracy and attention to detail in ticketing documentation. **Required Education & Certifications:** - Either: - 6 months of relevant training with a course certificate and favourable completion statement, **or** - A technical/marine certification in user support. - Or: - Graduate or bachelor’s degree with a scientific or information‑technology focus.

Brussels, Belgium

Hybrid

17-10-2025