Service Desk Agent

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

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.