Service Desk Agent

We are on the lookout for a/an Service Desk Agent to join our team for working with European Institutions based in Brussels in an Far site position. Get to know us - SEIDOR At SEIDOR, we drive client transformation and competitiveness with cutting-edge technology and innovation , with a relentless focus on the human element and a commitment to nurturing talent and sustainable growth. As a diverse and inclusive company that champions equal opportunity, we boast a team of over 8,000 professionals in our global presence across 45 countries in Europe, Latin America, the USA, the Middle East, Africa, and Asia. We believe the digital world's challenges require not only the best technologies and partnerships but most importantly, the best people. That's where you come in – we need you to help us scale new heights. For this position you would be working with our client from the European institutions. Unit COMM.D.4 is the IT – Information Resource Manager (IRM) unit managing multiple aspects of IT in DG COMM and liaising with IT corporate services, particularly DG DIGIT. It is important to remark that DG COMM’s user population includes the EC Representations. The Unit also is system provider for about a dozen of Information Systems. Below are the details of your role and requirements. Your role User guidance and support (by video/chat/phone sessions or emails) regarding the use of EC information systems / ICT tools. Categorize and prioritize incoming tickets and users’ requests, escalate where needed. Follow-up of related incidents, of any user’s requests and bug reports. Documenting of knowledge, known issues, shared this knowledge with colleagues and maintain IT support Knowledge Base. Coordination of support teams, IS Service management. Coordination with the project teams. Mastering of information sites and maintenance of the department's knowledge base. Follow-up of service quality in the context of incident, problem and impediment management. Management and follow-up of user requests. Conception and organisation of user documentation for information systems and/or Service support procedures. Help in conception and management of IS. Recording, tracking and monitoring of business workflow application incidents, problems and impediments up to their resolution. Analysis, tracking and monitoring of business workflow application incidents, problems and impediments up to their resolution. Participation in user, service and project meetings. Interaction with the business analysts, customer, users, project leaders and the developers. What’s in it for you? From day one, you’ll find opportunities for personal and professional development within a supportive team environment. We offer: A hybrid work schedule, blending in-office collaboration with the convenience of working from home. Continuous learning and development through SEIDOR Academy. A dynamic international workplace with diverse teams. A commitment to your well-being, work-life balance, and career growth. Rapid advancement opportunities in a short period of time. Engaging events and a comprehensive onboarding program. At SEIDOR, your growth is our success, and we strive to make our workplace feel like home. Discover the nine core aspects of our culture that define us at SEIDOR: https://www.seidor.com/en-es/talent If this resonates with you, we'd love for you to apply to our opening, and we'll be in touch soon Who we think you are: 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, Microsoft Teams). Good IT skills. Work experience with SAP, and Oracle is a plus Analysis and problem solving skills Very good knowledge of SQL, Eclipse, business workflow applications analysis tools, Logfile tools (eg Kibana). Ability to provide viable solution efficiently and fast. Ability to give business and technical presentations (with technical and non-technical audiences). Ability to participate actively in technical meetings. Ability to apply high quality standards. Ability to cope with fast changing technologies. Capability to write clear and structured technical documents. ITIL foundation certification