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)