IT Service Desk Agent (temporary)
About us
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.
As proud ambassadors of Belgium, we bring the world to Belgium and the best of Belgium to the world: from collaborations with Michelin-starred Belgian chefs to our Belgian Icon aircraft adorned with national legends, we celebrate creativity and the amazing things our country has to offer.
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. Ranked number 4 in 2025 in Randstad’s Employer Brand charts, we are driven by passion, ownership, team spirit, excellence and respect: values that make the difference every day for our company, for our guests and for each other.
Who are we looking for?
As an IT 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.
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)
Your responsibilities
The IT Service Desk Agent analyses incoming incidents, assesses their operational impact, and ensures accurate documentation so they can be resolved efficiently.
You handle first‑line incidents within reasonable timeframes and escalate when needed, making sure stakeholders remain informed at all times. You proactively follow up on open tickets, monitor SLA deadlines, and communicate clearly during high‑priority situations. You also help identify recurring issues and contribute to structural improvements across the support organization.
In addition to incident handling, 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.
You contribute to keeping the IT Service Desk change calendar up to date and help ensure that planned changes or maintenance activities are clearly and timely communicated to users. Your responsibilities also include basic asset management, such as tracking hardware movements and ensuring all required handover or compliance documents are properly signed.
To support knowledge sharing, you maintain and update documentation, including Knowledge Base articles, operational procedures, contact lists, and escalation charts. You also review project documentation and highlight any potential risks for future support.
Key responsibilities include:
- Analysing, documenting, resolving, and escalating incidents.
- Following up on open tickets and monitoring SLAs.
- Converting service requests into clear tasks for delivery teams.
- Communicating effectively with users and stakeholders.
- Supporting change management through planning and communication.
- Tracking hardware assets and ensuring compliance documentation.
- Maintaining and improving knowledge articles and procedures.
Where do you land?
You’ll be joining a dedicated IT team that keeps Brussels Airlines running by resolving incidents, handling workplace requests, and supporting essential operational tools. The team provides 24/7 standby support for critical situations and oversees key domains such as information security and compliance. They ensure a smooth and reliable experience for all internal customers. As part of the Lufthansa Group, the team blends strong technical expertise with deep airline operations knowledge. Their mission: delivering smart, reliable, and innovative IT solutions that create real value across the organization.
Your profile
At Brussels Airlines, we believe in making people grow. Therefore, we are not looking for white ravens: we are looking for people that match with our company’s goals and culture, and that can elevate us to even higher heights.
- 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
What’s in it for you?
- Never a dull day: a challenging job in aviation, where entrepreneurship, collegiality and a hands-on spirit are at the heart of our approach.
- Awesome colleagues: a talented, international team fully dedicated to soaring to new heights together in an empowering environment. Experience the combination of the freedom to make the role your own and excellent teamwork!
- Continuous personal and professional development: enjoy broad training possibilities in both the academy as in the Lufthansa Group network. Seize the opportunity to experience a colleague's job. Or take advantage of Lufthansa Group’s international career opportunities!
- Travel discounts: you and your family can explore the world at very attractive flight and hotel rates. And even for your friends you can fix special deals!
- A people-oriented environment with more than 3500 colleagues and more than 60 nationalities. At Brussels Airlines, there is room for everyone – but not for discrimination. Diversity and inclusion are celebrated, and we do everything to create a company culture that feels like coming home.
And of course, we offer the more general perks:
- An exciting temporary assignment in a dynamic aviation environment
- A flexible reward plan that allows you to optimize part of your salary
- Profit sharing
- Group insurance
- Company medical plan (optional)
- Meal & eco vouchers
- Possibility to work from home
- A spot in a very enthusiastic team & a great company to work for
Ready to be part of it?
Apply now!
