Service Desk Agent

Job Description

• Provide second-level support for client-specific infrastructures, systems, and services (e.g., file and print services, RDS, and hosted applications).
• Troubleshoot, diagnose, and resolve software and hardware issues, escalating to higher levels when necessary.
• Install, configure, and manage system components and server software, ensuring timely patch management.
• Monitor and maintain system performance, ensuring optimal operation of infrastructure and services.
• Handle backup and restore operations for systems and infrastructure.
• Assist in the creation and maintenance of system configurations and documentation.
• Participate in incident, change, request, and problem management processes, ensuring effective resolution and adherence to ITIL standards.
• Coordinate with hosting services, database management teams, and other stakeholders to ensure seamless system operation.
• Ensure security compliance, working in coordination with the Local Information Security Officer (LISO).
• Contribute to the evaluation and implementation of security standards.
• Assist in drafting technical documentation for knowledge base updates, supporting the escalation of issues to upstream support teams.
• Contribute to system architecture documentation and operational procedure creation.

What do you need to succeed in this position?

• A BSc degree in a relevant field (or 3 years of Higher education).
• At least 12 years of IT professional experience.
• Proven knowledge in end-user assistance and support of information systems.
• Working experience with ticketing tool JIRA + Confluence.
• Expert knowledge of Windows or Unix or Linux operating system.
• Good IT skills.
• Knowledge of ITIL.
• Knowledge of wiki, collaborative sites and social networks.
• Strong customer experience skills.
• Able to use the office automation tools (MS-Office).
• Good understanding of IP Telephony (Cisco) would be an asset (not mandatory).
• Previous working in EU Institutions/Agencies would be an asset.
• Ability to participate in multi-lingual meetings, good communication skills.
• Excellent command of the English language.