Service Desk Agent

LOCATION

Brussels

EMPLOYMENT LEVEL

Direct entry

FUNCTION

IT

WORKING TIME

Full time

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

BEHIND THE SCENES

Brussels Airlines

The Service Desk Agent manages first‑line incidents, monitors SLAs, and ensures clear communication. They convert service requests into tasks, support change planning, track hardware assets, and maintain knowledge and operational documentation to improve IT support.

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

COMPANY

About Brussels Airlines SA/NV

At Brussels Airlines, we are passionate about connecting people, economies, and cultures. As Belgium's home carrier and one of the four network airlines of the Lufthansa Group, we fly from the heart of Europe to over 90 destinations worldwide, including 18 across Sub-Saharan Africa. Our company culture is warm and inclusive. By focusing on wellbeing & flexibility, we create an empowering environment that gives our more than 3500 people wings.