Service Desk Agent - 4368

<p><strong>DESCRIPTION OF THE TASKS </strong></p> <ul> <li>User guidance and support regarding the use of information systems / ICT tools </li> <li>Follow-up of incidents related to information systems and organisation of the reporting. </li> <li>Follow-up of user requests. </li> <li>Follow-up of bug reports. </li> <li>Document knowledge, known issues and transfer this knowledge to colleagues. </li> <li>Categorize and prioritize incoming tickets correctly and escalate where needed. </li> <li>Support to translate business manager inputs into business/technical analysis and/or information consumable by the end-user. </li> <li>Detect areas of improvements </li> <li>Write user manuals and documentation for the information systems </li> <li>Support to data management, interaction with IT Team, Testing and Validation </li> <li>Update resources and also liaise with the website manager to upload the resources on the Commission webpages. </li> <li>Interaction with the business analysts, customer, users, project leaders and the developers </li> </ul> <p><strong>KNOWLEDGE AND SKILLS </strong></p> <ul> <li>Excellent communication / writing skills. </li> <li>Capability of integration in an international/multi-cultural environment, rapid self-starting capability and experience in working in team. </li> <li>Ability to participate in multi-lingual meetings </li> <li>Good IT skills </li> <li>Proven knowledge (at least one year) in end user assistance, support of information systems or similar. </li> <li>Excellent and proven knowledge of how wiki works, collaborative sites and social networks. </li> <li>Excellent and proven knowledge (at least 5 years) and professional usage of the office automation tools used in the contracting authority (MS-Office, at least Power Point and Excel). </li> <li>Very good and proven knowledge (at least one year) of Information Systems Technical and User documentation </li> <li>Very good and proven experience (at least 3 years) with the tasks described in the related section of this TA </li> <li>Ability to give business and technical presentations in English or other languages spoken by the candidate. </li> <li>Ability to apply high quality standards </li> <li>Ability to cope with fast changing technologies used in the different activities of the unit’s Data Science Pool </li> <li>Very good communication skills with technical and non-technical audiences </li> <li>Analysis and problem solving skills </li> <li>Capability to write clear and structured technical documents  </li> <li>Ability to participate in technical meetings and good communications kills </li> <li>Ability to understand, speak and write English (B2)</li> </ul> <p><strong>SPECIFICEXPERTISE</strong></p> <ul> <li>Good knowledge of ITIL</li> <li>Specific experience in Business analysis </li> <li>Specific experience in Project management related to prioritisation and risk analysis </li> <li>Expertise in using and updating data statistical or visualisation tools (e.g. Qlik, Excel, SPSS etc.)</li> </ul> <p>Due to the particular nature of a large international organisation, candidates should also have the following non-technical skills:</p> <ul> <li>Capability of integration in an international/multicultural environment, rapid self-starting capability and experience in working in team;</li> <li>Ability to participate in multilingual meetings;</li> <li>Ability to work in multi-cultural environment, on multiple large projects;</li> <li>Excellent Team Player</li> <li>High degree of discretion and integrity </li> </ul> <p>The following documents / procedures will be requested to successfully complete the hiring process :</p> <ul> <li>A copy of your university degree(s)</li> <li>A copy of your criminal record</li> <li>Security Clearance Procedure</li> </ul><p><strong>EU-Nationality is mandatory for ALL our job openings<br/>We can, also, take into consideration CVs, that acquire work permit in the location where the client is or the job should be performed</strong></p> <p> </p> <p><strong>WHO ARE WE?</strong></p> <p>VASS Group (<a href="https://vasscompany.com/en/" target="_blank">https://vasscompany.com/en/</a>) is a leading digital solutions group of companies headquartered in Madrid, Spain, present in 25 countries in Europe, the Americas and Asia with more than 4,300 professionals.</p> <p>VASS helps large companies in their digital transformation process, developing and executing the most innovative and scalable projects, from strategy to operations.</p> <p>All our growth comes from our talented people, passion for innovation, and a constant search for improvement, always the VASS way: “Complex made simple”.</p>