> Markdown version of [/jobs/ext/1942231-helpdesk-officer](https://www.wearedevelopers.com/jobs/ext/1942231-helpdesk-officer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Officer - **Company:** Cronos Europa - **Location:** Brussel, Belgium - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** JIRA, Software Documentation, Cyber Security, Information Systems, Systems Integration, Workflow Management Systems, Servicenow - **Published:** August 6, 2026 - **Apply:** https://www.careerjet.be/jobad/bea4bf32b26d8c9e9e9629dccbadaf62f4 ## About the Role 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! ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [The Future of Recruiting: Innovations and Challenges in the European IT Sector](https://www.wearedevelopers.com/videos/1056-the-future-of-recruiting-innovations-and-challenges-in-the-european-it-sector) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Cyber Security: Small, and Large!](https://www.wearedevelopers.com/videos/259-cyber-security-small-and-large) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [The 12 Best Jobs for Software Engineers](https://www.wearedevelopers.com/magazine/401-the-12-best-jobs-for-software-engineers) - [Find a Developer Job: 12 Best Job Sites For Developers](https://www.wearedevelopers.com/magazine/165-find-a-developer-job-12-best-job-sites-for-developers) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam)