IT Support Coordinator

Edda International is recruiting experienced IT and digital professionals for assignments supporting European Commission projects in Brussels and Luxembourg. The position is delivered by Edda International under a service contract; the successful candidate will work with European Commission teams but will not be employed directly by the European Commission. The precise location and working arrangements will depend on the assignment.

Coordinate responsive, measurable and user-centred IT support services.

Key facts

• Location: Brussels or Luxembourg
• Experience required: Minimum 4 years
• Certification: ITIL 4 Foundation required

The role

You will coordinate day-to-day support services for users of European Commission information systems. The position combines operational leadership, service management, stakeholder communication and continuous improvement across multi-level support teams.

Key responsibilities

• Coordinate L1-L3 support activities and ensure timely handling of incidents, service requests and escalations.
• Apply ITIL practices for incident, request, problem and change management, including major-incident coordination.
• Monitor service quality through SLAs and indicators such as first-contact resolution and mean time to resolution.
• Maintain clear incident records, management reports, root-cause follow-up and service dashboards.
• Develop and curate knowledge bases, user guides, FAQs and operational documentation.
• Design or coordinate user training through classroom, e-learning and practical job aids.
• Act as the link between users, support teams and developers, capturing feedback and driving service improvements.

Expertise

Hands-on experience with IT service management tools such as ServiceNow or Jira Service Management; collaboration platforms including Confluence, SharePoint and Microsoft Teams; and remote-support technologies. A good understanding of endpoint environments and security awareness topics such as phishing, MFA and password policies is expected.

What you bring

A proactive service professional with excellent interpersonal skills, sound judgement and the ability to communicate status, risks and decisions clearly. ITIL 4 Foundation or an equivalent recognised certification is required.

Languages

Strong written and spoken English is required. French is an additional asset. The assignment requires effective collaboration in an international and multicultural environment.