As a Service Desk Agent, you are the first point of contact for all IT-related questions, incidents, and service requests within Brussels Airlines. You provide high-quality first-line support, ensure smooth follow-up with second-line teams, and play a key role in keeping our operations running — especially in a dynamic, aviation-critical environment.
Tasks
The Service Desk operates in shifts:
Early shift: 07:00 – 15:30
Regular shift: 08:30 - 17:00
Late shift: 09:30 – 18:00
Standby shift: 18:00–07:00 (high-priority incidents only)
You translate user service requests into clear, actionable tasks for internal teams or subcontractors, while keeping users updated on progress and delivery timelines. When you notice inefficiencies or recurring patterns, you propose improvements to streamline processes.
Analysing, documenting, resolving, escalating incidents
Follow-up open tickets + monitor SLAs
Converting service requests into clear tasks for delivery teams
Communicating effectively
Supporting change management through planning & communication
Tracking hardware assets + ensuring compliance documentation
Maintaining + improving knowledge articles & procedures
Requirements
You'll join a dedicated IT team that keeps Brussels Airlines running by resolving incidents, supporting workplace and operational tools, and ensuring security and compliance. With 24/7 standby support and strong Lufthansa Group expertise, they deliver smart, reliable IT solutions.
Bachelor's degree in IT or equivalent experience
Practical first‑line IT support background
Comfortable working with outsourced partners and third‑party suppliers
Willing to work in shifts or outside regular hours
Aviation sector experience is a plus
Familiar with Windows, MS Office, standard applications, Microsoft services (AD, Exchange, Intune, SharePoint), networking basics, virtualization/VDI, mobile device support, and remote support tools
Knowledge of ITIL principles
Strong communication skills; fluent in English, French, and Dutch
Analytical, eager to learn, and customer‑focused
Calm under pressure, adaptable, and team‑oriented
Security‑minded and attentive to documentation quality