ICMPD is hiring a Junior ICT Officer: Service Desk (IP1) in Brussels, Belgium, on a 12-month staff contract with a monthly net-base salary of EUR 3,516. The role provides first-level technical support to end-users across the organisation and requires at least one year of experience in an IT service desk or technical support environment. At Youth Works Hub, we reviewed the full vacancy, and every requirement is set out below.
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What the Role Is About
The vacancy (number VA26P178V01) is for one position at grade IP1 in the Information and Communications Technology unit, based in Brussels, Belgium, on a 12-month staff contract.
Within the Directorate of Management (MGT), and specifically the Information and Communications Technology (ICT) Unit, the Junior ICT Officer supports the organisation-wide ICT ticketing system (Service Portal) and contributes to the timely resolution of ICT incidents and service requests in line with ICMPD procedures, service standards and continuous improvement processes. As part of the ICT Service Desk Team, the incumbent provides client-oriented, efficient first-level technical support to end-users across ICMPD.
The position is based in one of ICMPD's regional offices and serves as the first point of contact for end-users at the assigned duty station. All incidents and service requests are logged and managed through the single Service Portal and assigned by priority, workload and required expertise. Priority goes to requests from the assigned duty station, but the officer may also handle requests across multiple regions, and requests from the regional office may be handled by other Service Desk team members.
Reporting Line
The incumbent functionally reports to the ICT Team Lead: Service Desk, based at ICMPD Headquarters in Vienna, Austria, who provides technical guidance and performance supervision. Administrative supervision, including office presence and local administrative matters, is managed by the relevant management authority in the regional office.
Key Results
🛠️ Tier 1 support and incident management: resolve basic hardware and software issues through troubleshooting and established solutions; log, categorise and address reported issues according to procedures; escalate complex cases; support local ICT needs across ICMPD duty stations in coordination with on-site ICT experts; document common issues and standard solutions
⚙️ Tier 2 support for specific ICT services: support configuration and maintenance activities under the guidance of senior team members; monitor and maintain basic ICT services, including mobile device and access rights management; record troubleshooting steps and solutions
💼 Additional client and project ICT services: set up and maintain workstations and mobile devices following standard procedures; carry out account setup and configuration; provide technical assistance for virtual meetings and video conferencing; implement software installations promptly; document standard operating procedures for frequently requested services
📂 Support to project teams and document management: support project teams in the day-to-day use of Microsoft Teams document libraries; guide users on document management and collaboration practices, including file sharing, co-authoring and secure collaboration with external users, in line with ICT security and information management guidelines
The role also supports project teams in the effective use of Microsoft 365 collaboration tools, in particular Microsoft Teams and related document libraries, in coordination with the Knowledge Management function.
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Required Expertise
🔍 Ability to analyse technical issues and apply established solutions within the assigned area of work
🔄 Ability to adapt to changing priorities and manage multiple service requests
🧑💻 Ability to provide technical support to end-users, including problem identification, diagnosis and resolution within defined procedures
🌐 Working knowledge of basic network concepts (TCP/IP, Wireless, DNS, DHCP) and ability to support network device configuration under guidance
🖥️ Working knowledge of operating systems, standard software applications, ICT services and hardware environments used within ICMPD
👥 Basic understanding of Microsoft Teams and SharePoint Online, particularly document libraries and collaboration features
🔐 Awareness of information security and data protection principles, in relation to shared document repositories
🗃️ Ability to guide users in standard document management practices (access control, versioning, sharing and structure)
Qualifications, Experience and Language Skills
🎓 Education: Master's Degree in Information Technology, Computer Science or a related field; a first-level university degree (Bachelor's or equivalent) with two additional years of relevant work experience may be accepted in lieu of the Master's degree
⏳ Experience: minimum of one (1) year of relevant professional experience in an IT service desk or technical support environment
🧰 Tools: experience with Microsoft Active Directory (user and group management) and remote support tools (for example Remote Desktop, LogMeIn, Bomgar, TeamViewer or similar)
🎫 ITSM: experience working with IT service management (ITSM) systems and related service desk technologies
☁️ Microsoft 365: experience supporting Microsoft 365 tools, particularly Teams and SharePoint Online, including cloud-based document management environments
⭐ Assets: ITIL Foundation certification and previous experience with SAP Business One
🤝 Soft skills: strong analytical, organisational and communication skills with a client-oriented approach, and the ability to build effective working relationships within diverse, international teams
🗣️ Languages: proficiency in written and spoken English is required; proficiency in the language of the duty station is an asset
Compensation and Benefits
According to Youth Works Hub's review of the vacancy, the package includes:
💶 Monthly net-base salary: 3,516.00 EUR
🏥 Provident Fund, health and accident insurance: participation in the ICMPD Provident Fund, Health and Accident Insurance
🏖️ Annual leave: six weeks per year
👨👩👧 Allowances: where applicable, dependent's allowance and mobility and mobility related allowances
How to Apply
Applications are submitted through the ICMPD Careers portal. Mandatory documents are a diploma and a passport or ID; optional documents are a certificate and a second diploma.
Frequently Asked Questions
What does the Junior ICT Officer at ICMPD do?
The officer provides first-level technical support to ICMPD end-users through the Service Portal, resolving incidents and service requests, supporting Tier 2 services under guidance, setting up equipment and accounts, and supporting project teams with Microsoft Teams document libraries.
How much does the position pay?
The monthly net-base salary is 3,516.00 EUR, with benefits that include the ICMPD Provident Fund, health and accident insurance and six weeks of annual leave.
How long is the contract?
The duration of assignment is 12 months under a staff contract.
How much experience is needed?
A minimum of one year of relevant professional experience in an IT service desk or technical support environment is required.
Is a Master's degree mandatory?
A Master's degree in Information Technology, Computer Science or a related field is the standard requirement. A Bachelor's degree with two additional years of relevant work experience may be accepted in lieu of the Master's degree.
Which documents must I submit?
A diploma and a passport or ID are mandatory. A certificate and a second diploma are optional.
Deadline
⏳ 22 November 2026
Link
🔗 Apply (ICMPD Careers): https://careers.icmpd.org/Home/JobOpeningDetails?jobOpeningId=1234
