We are Netcompany-Intrasoft, a leading European IT Solutions and Services Group with strong international presence and expertise, offering innovative and added-value solutions of the highest quality to a wide range of international and national public and private organizations. More than 500 organizations in over 70 countries worldwide have chosen the company's services and solutions to fulfill their business needs.

For more information regarding our company, current projects, and openings around Europe, please consult our website: www.netcompany-intrasoft.com.

We are looking for a Technical Support Analyst who will be working for one of our clients, an EU institution based in Brussels. 

Your main duties will be the following:

• Provide support and guidance on in-house applications to non-IT minded users.
• Maintenance of applications on technical incidents. 
• Report problems and change requests. 
• Business Analysis. 
• Liaise with technical teams and stakeholders for the resolution of tickets. 
• Collaborate with users and other IT teams with collaborative tools. 
• Analyze user problems and provide potential workarounds for such problems.
• Raise information and production incident (bug) to the development team.
• Raise information and change request to the project team.
• Develop and maintain the knowledge base for user support (e.g., troubleshooting files, FAQs, ..) in close coordination with relevant team members.
• Prioritize and determine appropriate actions for handling (e.g. advice on how to use the application, implementation of workarounds, triggering of corrective action by technical teams).
• Ensure adequate follow-up of the resolution process in close coordination with technical teams, and keep affected users informed.
• Where required, provide training to end-users on how to use applications.

If you have: 

• Bachelor's degree + 12 years of experience as a Technical Support Analyst or similar. 
• Knowledge of Business Analysis. 
• Knowledge of large organization administrative business processes.
• Knowledge of Agile and ITIL methodology. 
• Experience in working in a multinational and multicultural environment.
• Experience of ITSM tools, such as ServiceNow and Jira or similar tools to manage digital workflows.
• English fluent.

…then this position is suitable for you!

It would be a plus if you had:

• Knowledge of Open text Enterprise Content management system or any other Document management system.
• Previous experience with EU institutions. 
• Knowledge of French language. 

We ensure equal opportunities, treatment, and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. At Netcompany-Intrasoft we respect human rights as part of our culture, and we focus on creating a positive workplace in which all employees are valued and where diversity and inclusivity are welcomed.

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#LI-Hybrid

Our culture

Our people are the most important element of our success. Our work life is well defined by our set of fundamental Values: https://bit.ly/3SSbBzU 

 #BePartOfSomethingGreat!

*Please submit your CV in English

All applications will be treated as strictly confidential.