Service Desk IT Specialist
il y a 2 semaines
The European Defence Agency was established on 12 July 2004, and is governed by Council Decision (CFSP) 2015/1835 defining the statute, seat and operational rules of the European Defence Agency. The Agency has its headquarters in Brussels.
The main task of EDA is to support the Council and the Member States in their effort to improve the Union's defence capabilities in the field of crisis management and to sustain the Common Security and Defence Policy (CSDP) as it currently stands and as it develops in the future.
The Agency is structured into four directorates. The Corporate Services Directorate (CSD) and three operational directorates: Industry, Synergies and Enablers (ISE); Capability, Armament & Planning (CAP); Research, Technology and Innovation (RTI).
**2. THE AGENCY'S WAY OF WORKING**
The Agency is an “outward-facing” organisation, constantly interacting with its shareholders, the participating Member States, as well as with a wide range of stakeholders. It works in an integrated way, with multi-disciplinary teams representing all of the Agency’s functional areas, to realise its objectives. Its business processes are flexible and oriented towards achieving results. Staff at all levels need to demonstrate the corresponding qualities of commitment, flexibility, innovation, and team-working; to work effectively with shareholders and stakeholder groups, formal and informal; and to operate without the need for detailed direction.
**3. THE CORPORATE SERVICES DIRECTORATE**
The Corporate Services Directorate (CSD) provides critical business support to EDA operations by delivering high-quality corporate services under 5 dedicated units, namely: Human Resources; Procurement and Contract Management; Finance; IT and Information Management together with Security and Infrastructure Management. Additionally, the EDA Legal Team provides legal, data protection and institutional advice and checks to its management relating to the fulfilment of Agency objectives. The EDA Programme Manager and Corporate Projects Officer provides a leadership role in, and a focal point for, good practice in Project, Programme and Risk Management.
CSD processes are geared towards efficient and optimal use of resources, leveraging good practice and technological solutions while ensuring sound financial management, transparency and accountability; outward focus and commitment to continuous improvement are the hallmarks of CSD.
**4. DUTIES**
Under the supervision of the Head of the IT Unit, the Service Desk IT specialist will contribute to ensuring the necessary support to the IT Systems of the Agency. Duties and activities will include but will not be limited to the following:
- ensure that IT Service Management processes and best practices, work instructions and other relevant documentation concerning Service Desk procedures are used for efficient handling of all ICT tasks; track and update service requests in the ticketing system and assist in further customisation of the Service Desk ticketing system;
- exercise the decision-making process for prioritisation to efficiently attribute trouble-tickets to IT support staff for proper resolution;
- provide first line response for users requiring assistance with information technology issues and problems with efficient Service Desk;
- ensure the smooth running of EDA Videoconferencing facilities and provide effective support to EDA virtual meetings (e.g. via WEBEX or MS TEAMS);
- install hardware and software components, updates, workstations, peripherals, desk and mobile phones, videoconferencing units, and logical unit support, while ensuring their maintenance and update;
- assist with coordination of technical support with external service suppliers and contracted vendors within the remit of the services they provide;
- maintain inventory records for desktop computers, mobile equipment, printers, software, and other various computer related equipment;
manage the IP telephone system;
- manage the local printers and supplies;
- system checks and monitoring;
- backup monitoring;
- other Service Desk management and system administration tasks;
- additional tasks as required in the interest of the service.
Duties could evolve according to development of the EDA’s structure and activities, and the decisions of EDA management.
**5. ELIGIBILITY CRITERIA**
- be a national of a Member State participating in the Agency;
- be entitled to his/her full rights as a citizen;
- have fulfilled any obligations imposed on him/her by the laws concerning military service;
- produce the appropriate character references as to his/her suitability for the performance of his/her duties (extract from the “judicial record” or certificate of good conduct will be requested prior to recruitment);
- be physically fit to perform his/her duties;
- have a thorough knowledge (minimum level C1 oral and written) of one of the languages of the participating Member States and a satisfactory knowledge (minim
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