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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Delivery Agent - **Company:** Speos - **Location:** Anderlecht, Belgium - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Access Network, Artificial Intelligence, Issue Tracking Systems, Topdesk - **Published:** June 29, 2026 - **Apply:** https://be.indeed.com/viewjob?jk=8c834c2529106c43 ## About the Role Do you have experience in UX?, * At least a secondary education diploma (or equivalent) and a minimum of 5 years' experience in operational coordination, customer support, service delivery, operational dispatching or incident management. * A solid knowledge of Microsoft 365, at least one ticketing system (TopDesk or equivalent) and ITIL principles. * Excellent organisational and prioritisation skills, enabling you to manage multiple incidents and urgent situations simultaneously while meeting deadlines and SLA commitments. * A good understanding of business processes and a strong analytical mindset, allowing you to assess business impacts and coordinate the appropriate resolution actions. * A strong interest in emerging technologies and the use of Artificial Intelligence tools to improve your efficiency, service quality and the overall user experience. * Excellent communication skills, composure under pressure and assertiveness to coordinate multiple stakeholders, influence without formal authority and ensure clear incident follow-up, together with a professional command of French. Knowledge of Dutch and/or English is considered an asset. ## Description Be responsible for handling first-line IT support requests from internal users (or customers) by ensuring the rapid resolution of common technical issues related to hardware, software or network access, to guarantee the continuity and reliability of the IT environment. Monitor incidents within the ticketing system, apply escalation procedures and, where necessary, coordinate the resolution of incidents while maintaining regular communication with users to ensure compliance with Service Level Agreements (SLAs)., As an IT Service Delivery Agent, your responsibilities will include: * Collect first-line alerts and incidents, perform the initial diagnosis, categorise the incident and, where appropriate, assign it to the relevant service provider to ensure an efficient resolution of issues. * Gather the necessary information from business users to perform the initial assessment, correctly categorise the incident and determine its level of severity (urgency). * Handle straightforward first-line incidents in accordance with established operational procedures, in collaboration with business users, to ensure the continuity of the IT environment and compliance with SLAs. * Coordinate the handling and resolution of more complex first-line incidents involving multiple stakeholders to ensure an appropriate solution is delivered within the agreed SLA timeframes. * Identify bottlenecks within the Service Delivery organisation and, following analysis, propose and implement improvement initiatives to continuously enhance the quality of incident management. * Ensure the accurate follow-up and recording of all incident and problem information within the ticketing system in order to guarantee data quality and reliable reporting. * Maintain continuous communication with business users regarding incident resolution and provide regular updates on the progress of the resolution process, enabling them to manage customer relationships effectively and ensure customer satisfaction. * Promptly assign unresolved requests in accordance with the defined escalation procedures and oversee the complete incident lifecycle, including closure and validation, to ensure all issues are resolved and service continuity is maintained. ## Related Videos - [Small, Secure, Interconnected: The next Internet Protocol](https://www.wearedevelopers.com/videos/100062-small-secure-interconnected-the-next-internet-protocol) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [Cyber Sleuth: Finding Hidden Connections in Cyber Data](https://www.wearedevelopers.com/videos/893-cyber-sleuth-finding-hidden-connections-in-cyber-data) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) ## Related Articles - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [Best Companies in the Netherlands: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/193-best-companies-in-the-netherlands-top-25-companies-in-2023) - [How to Find Tech Jobs in Amsterdam](https://www.wearedevelopers.com/magazine/279-how-to-find-tech-jobs-in-amsterdam) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Spanish Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/353-spanish-business-culture-and-etiquette) - [The Netherlands – Europe’s powerhouse for software development?](https://www.wearedevelopers.com/magazine/31-the-netherlands-europe-s-powerhouse-for-software-development)