Service Desk Analyst (ITSM)

Location: Brussels; remote work

Company

hirify.global is an engineering and digital solutions company with more than 4,000 professionals across 25 locations in 9 countries, delivering solutions for over 1,000 organizations.

What you will do

• Provide functional support for corporate applications in an international enterprise environment.
• Analyse and resolve incidents, service requests, and support tickets.
• Manage ticket triage, escalation to Level 2/Level 3 teams, and resolution documentation.
• Use ServiceNow, SMT, Jira, or equivalent ITSM and issue-tracking tools.
• Collaborate with business and technical stakeholders in a large multicultural environment.

Requirements

• University degree corresponding to EQF Level 6.
• At least 5 years of professional experience in IT application support, service desk, or related activities.
• At least 5 years of experience supporting European Commission or equivalent enterprise information systems.
• At least 5 years of experience managing incidents and service requests with ServiceNow, SMT, or equivalent ITSM tools.
• At least 5 years of practical experience using Jira or an equivalent issue-tracking tool.
• Knowledge of ITIL 4 practices: Incident Management, Request Fulfilment, Knowledge Management, and Problem Management.
• Knowledge of operating systems, basic troubleshooting, ticket triage, escalation, documentation writing, wikis, collaborative sites, social networks, and office automation tools.
• English at minimum C1 level; English or French at minimum CEFR B2 is required.

Nice to have

• ITIL 4 Foundation certification.

Culture & Benefits

• Participation in an international and innovative project with an international organization.
• Technical and collaborative environment with real impact.
• Career growth and continuous learning opportunities.
• Flexibility and autonomy while working with cutting-edge technologies.
• Agile, collaborative, and people-centered team culture.