Eu - Service Desk Agent- Brussels-nearsite

Il y a 6 mois


Brussels, Belgique The White Team Temps plein

**DESCRIPTION OF THE TASKS**

Following tasks will be performed by external service provider:

- User guidance and support regarding the use of information systems / ICT tools.
- Follow-up of incidents related to information systems and organisation of the reporting.
- Follow-up of user requests.
- Follow-up of bug reports.
- Document knowledge, known issues and transfer this knowledge to colleagues.
- Categorize and prioritize incoming tickets correctly and escalate where needed.
- Interaction with the business analysts, customer, users, project leaders and the developers.

**LEVEL OF EDUCATION**

As stated in the Article 2.6.3.1. of DIGIT-TM II Service requirements, a minimum educational qualification for lot 1 is: Level of education corresponding to Level 6 of the European Qualification Framework which typically corresponds to a bachelor degree of 3 years.

**KNOWLEDGE AND SKILLS**

Following skills and knowledge are required for the performance of the above listed tasks:

- Proven knowledge in end user assistance and support of information systems.
- Good knowledge of ITIL.
- Knowledge of wiki, collaborative sites and social networks.
- Knowledge of the office automation tools used in the contracting authority (MS-Office).
- Good IT skills.
- Excellent communication / writing skills.
- Very good communication skills with technical and non-technical audiences.
- Capability of integration in an international/multicultural environment, rapid self-starting capability and experience in working in team.
- Ability to participate in multilingual meetings.
- Ability to work in multi-cultural environment, on multiple large projects.
- Excellent Team Player.
- Ability to understand, speak and write English C1, French C1 will be an advantage.

**SPECIFIC EXPERTISE**

Following specific expertise is mandatory for the performance of tasks: NA


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