The Helpdesk Agent L1 is the first point of contact for  employees facing IT issues. You handle incoming requests via phone, email and ticketing system, ensuring fast resolution or proper escalation to L2/L3 teams while delivering an excellent user experience.

01

Key responsibilities

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Serve as the first point of contact for IT incidents and service requests via phone, email and ticketing tool

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Log, categorise and prioritise tickets accurately in the ITSM system

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Resolve L1 issues (password resets, account management, hardware/software troubleshooting, connectivity)

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Escalate unresolved incidents to L2/L3 with clear documentation and follow-up

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Ensure SLA compliance and keep end users informed of ticket status

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Contribute to the knowledge base by documenting recurring issues and solutions

02

Technical skills

✓  Windows 10/11 & MS Office 365

✓  ITSM ticketing tools (ServiceNow, Jira, Remedy…)

✓  Active Directory / user account management

✓  Basic networking & VPN troubleshooting

✓  ITIL foundation knowledge

+  Retail / large-scale environment experience

03

Soft skills & Languages

Customer-oriented

Stress-resistant

Clear communicator

Team player

EN

FR

NL