Service Desk Agent in Brussels

il y a 2 jours

Brussels, Belgique The White Team Temps plein

At the **Whiteam** we are seeking a **Service Desk Agent** to join our team in **Brussels **and work with the** European Commission.**

**1. CONTEXT/INTRODUCTION**

**2. 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.

**3. 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’s degree of 3 years.
- Any degree.

**4. KNOWLEDGE AND SKILLS**

Following 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).

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

- Good IT skills.
- Excellent communication / writing skills.
- 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 at level B1
- Ability to understand, speak and write French at level B1 is an advantage

**5. SPECIFIC EXPERTISE**

Following specific expertise is mandatory for the performance of tasks:

- Advanced knowledge of XML and XSD
- Advanced knowledge of databases and SQL Queries
- Good knowledge of REST Web Services and SOAP WS

**Service delivery mode**:Near-Site (Brussels)

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