IT Service Desk Agent
il y a 2 semaines
The Shared Resource Directorate attached to the Directorate-General for Mobility and Transport and the Directorate-General for Energy manages a large portfolio of IT projects and systems in multiple domains, from specific policy management to financial, budgetary, administrative, and reporting tools.
The customers are internal users as well as air, transport, energy industry, or national transport/energy authorities in the Member States.
Several of these policies are supported by Information Systems, which are developed, tested, and maintained under the supervision of the unit part of the Shared Resource Directorate of the above-mentioned Directorates-General.
In this context, the need for aService Desk Agent (SDA) has been identified. The solution assignment may change over time, according to the portfolio/project/service needs.
DESCRIPTION OF THE TASKS
The following tasks will be performed:
- User guidance and support regarding the use of information systems developed in-house and ICT tools
- Categorize and prioritize incoming tickets correctly and escalate where needed
- Reproduce and investigate incidents related to information systems
- Identify and implement solutions and workarounds for incidents
- Report the results of investigations and propose actions to secondlevel support
- Followup incidents, user requests, and bug reports and organize the reporting
- Document knowledge, and known issues and transfer this knowledge to colleagues
- Participate in meetings with other teams
LEVEL OF EDUCATION
The minimum educational qualification is the level of education corresponding to Level 6 of the European Qualification Framework which typically corresponds to a
bachelor's degree of 3 years or 3 years of higher education.
KNOWLEDGE AND SKILLS
The following skills and knowledge are required for the performance of the above-listed tasks:
- Proven knowledge of
end-user assistance and support of information systems: - Good knowledge of
ITIL: - Knowledge of
wikis, collaborative sites, and social networks - Knowledge of office automation tools (
MS Office) - Excellent IT skills
- Service
- Strong problemsolving skills: ability to investigate issues, analyze options, identify and implement solutions and workarounds
- Excellent communication skills, both verbal (e
g:
technical
- and functional discussion, etc.), and written (e
g:
technical documents, reports, etc.)
- The capability of integration in an international/multicultural environment, rapid selfstarting capability, and experience in working in a team
- Ability to participate in multilingual meetings
- Ability to work in a multicultural environment, on multiple large projects
- Excellent Team Player
- Ability to understand, speak and write in English C1; French at level B1 or higher will be an advantage
SPECIFIC EXPERTISE
Following specific expertise is mandatory for the performance of tasks:
- At least 3 years of specific expertise in
ITIL incident and problem management processes (min. competence level 2) - At least 3 years of experience with
SMT (min. competence level 2) - Experience with
JIRA is an advantage
Deadline: 24/01/2023
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