IT Helpdesk Agent (L1)

We are looking for an experienced <b>IT Helpdesk Agent (L1)</b> to join an IT support team.<p><strong>Key Responsibilities</strong></p><ul> <li>Act as the first point of contact for IT incidents and service requests. </li> <li>Manage tickets through the ITSM platform, ensuring accurate categorization and prioritization. </li> <li>Resolve Level 1 issues, including password resets, account management, hardware/software troubleshooting and connectivity problems. </li> <li>Escalate more complex incidents to L2/L3 teams with proper documentation. </li> <li>Ensure SLA compliance and provide regular updates to end users. </li> <li>Contribute to the knowledge base by documenting recurring issues and solutions. </li> </ul><p><strong>Languages</strong></p> MANDATORY :&nbsp; English +&nbsp; French +&nbsp; Dutch ✔ Windows 10/11 &amp; Microsoft Office 365<br> ✔ ITSM tools (ServiceNow, Jira, Remedy or similar)<br> ✔ Active Directory &amp; user account management<br> ✔ Basic networking &amp; VPN troubleshooting<br> ✔ ITIL Foundation knowledge<br> <br> <b>Nice to have</b><br> <ul> <li>Google Workspace tools </li> <li>Experience in large enterprise environment </li> </ul><p><strong>Soft Skills</strong></p><ul> <li>Customer-oriented </li> <li>Strong communicator </li> <li>Stress-resistant </li> <li>Team player </li> </ul>