Eu - Service Delivery - Brussels
il y a 2 semaines
**PROFILE**:
Service Delivery (Service Support) BACKGROUND The Agency provides support services to the internal and external users exploiting the ERA ICT systems through a centralised Service Desk. The main purpose of this service is to provide a single point of contact to meet efficiently and effectively the communication needs of the end users and facilitate the integration of business processes into the service management infrastructure. TASKS AND RESPONSIBILITIES Task 1. User Assistance - Front Office › Operate the ERA Service Desk tool › Record, analyse and follow-up of incidents, user requests, bug reports › Report on calls and problems › Inform users › Train users › Write documentation for the use of the information systems › Participation in User, service and project meetings Deliverables The following deliverables are expected: › › Execution of the delegated tasks; › Reporting on performed activities;
**EDUCATION AND QUALIFICATIONS SERVICE DELIVERY (SERVICE SUPPORT) - E-3**
› Minimum 8 years of relevant studies and/or experience after the secondary school (overall encompassing all of the items in the "Knowledge and skills" section below);
› Minimum 4 years of IT professional experience (overall encompassing at least half of the items in the "Knowledge and skills" section below);
› Minimum 2 years of relevant professional experience as business analyst, senior analyst developer, or equivalent.
**KNOWLEDGE AND SKILLS ERA
requires, at least, the following list of the mínimal requirements:
› Strong experience with help-desk services; › Working knowledge of fundamental operations of relevant software, hardware and other equipment; › Familiarity with the Operating Systems and platforms in use at ERA;
› Expertise in user support and documentation writing;
› Good communication skills;
› English fluency, as the support and the documentation are asked to be provided in EN.
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