Service Desk IT Specialist

This vacancy is for candidates who fulfill the following criteria:

A. Essential

Only applications meeting all essential selection criteria will be assessed.

(1) Professional

Candidates will be required to demonstrate the following qualifications:

• at least 3 years of experience in the duties mentioned above;
• sound knowledge and proven professional experience in IT Helpdesk / Service Desk environments and customer support;
• proven professional experience in deployment, management, maintenance and support of Microsoft Windows Operating Systems (Win 10/11) and related software;
• experience with WebEx and/or Microsoft Teams;
• proven professional experience in supporting a large number of customers and resolving issues related to software and/or hardware;
• excellent communication, diagnostic and troubleshooting skills;
• a very good knowledge of written and spoken English.

(2) Personal

All staff must be able to fit into the Agency's way of working (see para. 2). Other attributes important for this post include:

• excellent analytical skills with a proactive attitude to problem solving including the ability to take initiative as well as responsibility; 
• strong sense of integrity; 
• excellent organisational skills with the ability to multitask, prioritize and plan work accurately as well as with attention to details towards tight deadlines; 
• very good interpersonal and team working skills especially in multicultural environments; 
• ability to communicate clearly and effectively with non-IT internal stakeholders;
• service and client-oriented attitude in combination with very good communication skills;
• accuracy and attention to detail; 
• genuine commitment to the Agency's objectives.

B. Desirable

The following will be considered an advantage:

• proven working experience in an ITIL 4.0 (or other compatible standard) environment; 
• knowledge and experience in managing issues using JIRA ServiceDesk or other compatible ticketing system;
• hands-on experience in managing endpoints (Windows, Android, MacOS, Android) with MS Intune;
• experience in deployment, management, maintenance and support of M365 E5 platform;
• knowledge of MS Active Directory / MS Azure Active Directory / MS ENTRA;
• IT Security management skills.

We are looking for a Service Desk IT Specialist.

Under the supervision of the Head of Unit IT, the jobholder will be responsible for/contribute to the following activities:

• ensure that IT Service Management processes and best practices, work instructions and other relevant documentation concerning Service Desk procdures are used for efficient handling of all ICT tasks;
•  track and update service requests in the ticketing system and assist in further customisation of the Service Desk ticketing system;
• exercise the decision-making process for prioritisation to effectively assign tickets to IT support staff for proper resolution;
• provide first and second line support for internal and external users requiring assistance with information technology issues and problems with efficient Service Desk;
• ensure the smooth running of EDA Videoconferencing facilities and provide effective support to EDA virtual meetings (e.g. via WEBEX or MS TEAMS);
• install hardware and software components, updates, workstations, peripherals, mobile phones, videoconferencing units, and logical unit support, while ensuring their maintenance and update;
• assist with coordination of technical support with external service suppliers and contracted vendors within the remit of the services they provide;
• maintain inventory records for desktop computers, mobile equipment, printers, software, and other various computer related equipment;
• collaborate and support the maintenance of the IT archive and documentation, and the operation of available IT applications;
• manage the IP telephone system; manage printers and supplies;system checks and monitoring;
• other Service Desk management and system administration tasks; 
• additional tasks as required in the interest of the service.

Duties could evolve according to development of the EDA’s structure and activities, and the decisions of EDA management.

The Service Desk IT Specialist will be appointed by the Chief Executive.

Recruitment will be as a member of the contractual staff of the Agency for a four-year period. Renewal is possible within the limits set out in the EDA Staff Regulations. The successful candidate will be recruited as Contract Agent, Function Group III.

The pay for this position consists of a basic salary of 3.204,55€ supplemented with various allowances including, as applicable, expatriation or family allowances. Successful candidates are graded on entry into service according to the length of their professional experience. Salaries are exempted from national tax, instead an Agency tax at source is paid. For further information on working conditions please refer to: https://eda.europa.eu/jobs/what-we-offer

Failure to obtain the requisite security clearance certificate before the expiration of the probationary period may be cause for termination of the contract.

Candidates are advised that part of the recruitment process includes medical analyses and physical check-up with the Agency’s Medical Adviser.

Applications are invited with a view to establish a reserve list for the post of Service Desk IT Specialist at EDA. This list will be valid until 31/12/2025, and may be extended by decision of the Chief Executive. During the validity of the reserve list, successful candidates may be offered a post in EDA according to their competences in relation to the specific requirements of the vacant post. Inclusion on the reserve list does not imply any entitlement of employment in the Agency.