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)