DESCRIPTION OF THE TASKS:
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.
LEVEL OF EDUCATION:
Bachelor or Master Degree
KNOWLEDGE AND SKILLS:
Following skills and knowledge are required for the performance of the above listed tasks:
Good knowledge of end-user ICT equipment (laptops, desktops, smartphones, etc.)
Ability to provide end-user support efficiently and fast
Ability to give business and technical presentations
Ability to apply high quality standards
Ability to cope with fast changing technologies
Very good communication skills with technical and non-technical audiences
Analysis and problem solving skills
Capability to write clear and structured technical documents
Ability to participate in technical meetings and good communication skills
Proven knowledge in end user assistance and support of information systems
Knowledge of ITIL
Knowledge of wiki, collaborative sites and social networks
Good knowledge of the office automation tools used in the contracting authority (MS-Office)
Ability to support users of mobile devices.
SPECIFIC EXPERTISE:
at least 2 years of specific expertise in end user assistance and support of information systems (good knowledge)
at least 1 year of specific expertise in ITIL (knowledge)
at least 2 years of specific expertise in office automation tools used in the contracting authority (good knowledge)
During the performance of above listed tasks, external service provider may have an access to sensitive or secured data or to secured areas. The proposed candidate must be therefore security clearable (EU-27 security clearance)
Level : 3
Delivery mode: Onsite (Brussels)