Service Desk Agent

DESCRIPTION OF THE TASKS

The following tasks will be performed by external service provider following ITIL framework:
Technical support line 2 (mainly in Oracle) regarding the use of information systems
Release notes of the information systems
High level testing of the information systems (service to developer teams)
Maintenance of the Knowledge Database

LEVEL OF EDUCATION
Min. Bachelor degree of 3 years.

KNOWLEDGE AND SKILLS

The Following skills and knowledge are required for the performance of the above listed tasks:
Good IT skills in particular Oracle SQL and PL/SQL and basic Unix
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 multi-lingual meetings.
Ability to apply high quality standards
Able to cope with the needs of multi-language site deployment.
Knowledge in end user assistance or support of information systems
Good knowledge of ITIL
Knowledge of wiki, collaborative sites and social networks
Good reporting skills

Due to the particular nature of a large international organisation such as the European Commission,
candidates should also have the following non-technical skills:
Capability of integration in an international/multicultural environment, rapid self-starting capability
and experience in working in a team;
Ability to participate in multilingual meetings; good communication skills;
Ability to work in multi-cultural environment, on multiple large projects;
Excellent Team Player
Ability to understand, speak and write French and English (B2 level for both) is needed;
High degree of confidentiality, discretion and integrity is required as the applications managed and
maintained in DIGIT B2 contain personal and confidential data

SPECIFIC EXPERTISE

Knowledge of Oracle SQL and/or PL/SQL (min. 3 years of experience)