L1 Helpdesk – 1st Level IT Support

About the role

Join Inetum’s Managed Services Operations as a 1st Level Helpdesk professional. You will be the primary point of contact for customers, monitoring their IT infrastructures and delivering timely support through phone, email or web channels.

Key responsibilities

• Continuously monitor servers, network devices and applications for all Managed Services customers.
• Respond to alerts according to defined processes and log each incident in the ticketing system.
• Document troubleshooting steps, follow‑up on tickets and escalate based on priority, impact and SLA.
• Provide regular status updates to clients and own all tickets assigned to your queue.
• Perform proactive health checks using predefined checklists and record results accurately.
• Collaborate with colleagues to ensure high‑quality service delivery and adhere to quality standards.
• Participate in trainings, team meetings and shift work covering 24/7 coverage.

Required profile

• Advanced English communication skills.
• Professional attitude in all client interactions.
• Initiative, positive involvement and strong team spirit.
• Punctuality, flexibility and adherence to shift schedules.
• Willingness to learn, listen and continuously improve.

Required skills

What we offer

• Shift work with rotating days off (7 am‑4 pm, 4 pm‑11 pm, 11 pm‑7 am).
• Opportunity to work in a European leader in digital services.