Helpdesk Officer

For one of our projects within the European Institutions, Cronos Europa is looking for a Helpdesk Officer to support communication and information systems handling EU Classified Information (EUCI). You will join a multicultural environment and work closely with business users, security experts, and technical teams to ensure efficient support processes, high-quality user documentation, and effective end-user training activities. This role combines user support, process improvement, documentation, communication, and training responsibilities., As Helpdesk Officer, you will:

• Provide support to end-users of communication and information systems handling EU classified information.
• Manage and follow up on user requests through ticketing and workflow management tools.
• Review and optimize support processes and workflows, identifying opportunities for improvement.
• Contribute to the evolution of ticketing solutions such as iTOP and other workflow management tools.
• Liaise with technical teams to report incidents, track issues, and contribute to their resolution.
• Create, maintain, and update user documentation, operating procedures, manuals, guides, and communication materials.
• Collect and translate technical information into clear user-oriented documentation.
• Prepare and deliver end-user training sessions and awareness activities.
• Produce meeting minutes, reports, and other project documentation as required.
• Ensure that all project documentation remains accurate and up to date.
• Collaborate with stakeholders across different European Commission locations.

We are looking for a professional who combines strong communication skills with experience in user support and documentation.

• Minimum 6 years of relevant professional experience.
• Proven experience in end-user support and service management environments.
• Experience with workflow and ticketing tools such as JIRA, ServiceNow, iTOP, or similar platforms.
• Strong technical writing and documentation skills.
• Experience preparing and delivering user training sessions.
• Ability to communicate technical concepts to non-technical audiences.
• Excellent analytical and problem-solving skills.
• Ability to work independently while integrating effectively into international and multicultural teams.
• Strong organizational and stakeholder management skills.
• Ability to adapt quickly to changing technologies and environments.

Nice to have

• Previous experience within European Institutions or international public sector environments.
• Experience working in information security or classified information environments.
• Knowledge of IT service management processes.

Security clearance Candidates must already hold, or be eligible to obtain, an EU SECRET (SECRET UR/EU SECRET) Security clearance or higher level of clearance. If you wish to integrate a dynamic structure on a human scale while working with the latest technologies, don’t wait anymore and join Cronos Europa!

Cronos Europa

• Brussel
• Vast

• Voltijds

• 15 uren geleden

About Cronos Europa Cronos Europa is a leading IT and digital transformation partner dedicated exclusively to European Institutions and agencies, delivering mission-critical solutions that shape Europe’s digital future. As part of the Cronos Group, one of the most innovative and fastest-growing tech ecosystems in Europe, we benefit from a vast pool of expertise and cutting-edge capabilities. With over 1,000 specialists across Belgium, Luxembourg, and the Netherlands, we combine deep institutional knowledge with strong engineering excellence to support long-term, high-impact EU programmes requiring reliability, scalability, and innovation.