Service desk agent

<p>We are <strong>TRASYS International</strong>, NRB Group, an ICT company with over 30 years of a successful track record working with European Institutions and Agencies, offering IT consulting, solutions and services. Our Mission is to help our clients keep up with the challenges of digital transformation by providing the right talent at the right time for the right job. To this end, we are constantly looking for talented professionals who are interested in working on challenging international projects and able to deliver high-quality results within multicultural environments. Our services include (but are not limited to) modernization solutions, digital work spaces, cloud technologies and IT security. Our Headquarters are in Brussels, and we have active accounts and offices across Europe (i.e. Luxembourg, Amsterdam, Athens, Stockholm, Geneva).</p> <p><br/></p> <p>We are currently looking for a <strong>Service desk agent </strong>to one of our clients, an EU Institution located in Seville, Spain. </p> <p>The Service desk agent, will take care of supporting the operation and the evolution of technical solutions. This includes, amongst the others, acting as a contact point between final users, business managers, and IT Development team with regards to support, analysis, prioritisation, documentation, and related follow-ups. The candidate must be able to analyse, propose and monitor the implementation of effective solutions. All the activities have to be performed by understanding business needs and guaranteeing high levels of non-functional requirements, such as reusability, security, quality, interoperability, documentation, privacy, efficiency and maintainability.</p> <p>The consultant will be assigned to work on different solutions and projects linked to operating digital education tools, according to the needs and priorities of the unit.</p> <p><br/></p> <p><strong>Your Responsibilities:</strong></p> <p>• User guidance and support regarding the use of information systems / ICT tools<br/>• Follow-up of incidents related to information systems and organisation of the reporting.<br/>• Follow-up of user requests.<br/>• Follow-up of bug reports.<br/>• Document knowledge, known issues and transfer this knowledge to colleagues.<br/>• Categorize and prioritize incoming tickets correctly and escalate where needed.<br/>• Support to translate business manager inputs into business/technical analysis and/or information consumable by the end-user.<br/>• Detect areas of improvements<br/>• Write user manuals and documentation for the information systems<br/>• Support to data management, interaction with IT Team, Testing and Validation<br/>• Update resources and also liaise with the website manager to upload the resources on the Commission webpages.<br/>• Interaction with the business analysts, customer, users, project leaders and the developers</p> <h3>Requirements</h3> <p><strong>Your Profile:</strong></p> <ul><li>You hold a Bachelor's degree. </li><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><li>Capability of integration in an international/multi-cultural environment, rapid self-starting capability and experience in working in team.</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>Ability to give business and technical presentations in English or other languages spoken by the candidate.</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.</li><li>Ability to participate in technical meetings and good communication skills.</li></ul> <p><strong><u>Hybrid</u> working is permitted, with office presence required for 1<u> day per week</u> in Seville.</strong><strong><br/></strong></p> <p><strong><br/></strong><strong>What do we offer you?</strong></p> <p>In order not to be just another outsourcing provider, we guarantee a personal follow up during your employment at the Institutions. Every consultant (freelance and employee) has a dedicated Trasys career coach in order to facilitate the communication and career follow-up. We regularly organize social events like lunches and after work drinks, to create an occasion for you to meet with other Trasys International colleagues and managemen