ou just finished your studies? You want to pursue a personal project before launching your professional career? You would like to kick-start your career in a fast-paced and dynamic environment? You might need time and funding to make it happen, apply now to our Support Desk department!

KG Agency is a rapidly growing non-profit organisation with a strong emphasis on leveraging IT solutions to protect the EU's healthcare and pharmaceutical supply chain.

• We are responsible for the European Medicines Verification System (EMVS), a European-wide system created to prevent falsified medicines from entering the legal supply chain.
• We ensure the implementation of a functioning, secure, interoperable, and cost-effective system across Europe, to ensure patient health and safety.
• Alongside our founding stakeholders, we work with the European Commission, ⚠ National Medicines Verification Organisations (NMVOs), and over ⚠+ pharmaceutical companies are currently connected to our system.

Our ideal candidate will be responsible for providing outstanding service to our customers, resolving inquiries, and ensuring a positive customer experience:

• Acting as the Single Point of Contact for operational issues and incoming calls requiring escalation beyond the Service Desk team's capacity
• Monitoring Service Desk dashboards to ensure timely incident resolution according to business priorities and suggesting improvements or escalating when necessary
• Assisting in the preparation and implementation of the transition to a new ITSM Tool
• Documenting, updating, and completing all knowledge articles in the appropriate Self-Service Portal
• Ensuring internal readiness and transferring knowledge for new processes, including writing Standard Operating Procedures (SOPs)
• Preparing and implementing agreements with stakeholders such as Terms of Collaboration, Security plan, SLA, Service desk requirements etc.
• Overseeing service continuity improvements activities

• Bachelor's or master's degree diploma in a related field is a plus
• Strong problem-solving abilities and attention to detail
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously
• Proficiency in Microsoft Office Suite and familiarity with customer service software
• Positive attitude and a willingness to learn
• Ability to easily build trust as well as good internal and external relationships
• Resilience to stress to effectively manage difficult situations
• Previous customer service experience is preferred but not required

• As our Support Desk you will join a stable, multicultural, highly motivated team of ⚠, working in an industry that is vital for today's evolving society.
• KG Agency will also offer you:
  • ⚠ year contract with competitive salary and benefits package including meal vouchers, eco vouchers, group insurance, health insurance, public transport subscription.
  • Full-Time job (⚠h/week), Monday to Friday, office hours
  • A supportive and collaborative work environment
  • Opportunity to work remotely
  • Our office is based in the heart of Brussels and is easily accessible by public transport.