Helpdesk Analyst - Strasbourg

Long term project working at the European Commission for up to 4 years with some Hybrid working

Pay: 31€/hour to start on a 12 month contract, with extensions

Nature of tasks
Receiving calls and emails, first-line customer liaison: service desk agent, incident and request agent
Recording incidents and requests in the Service Management Tool. Logging all relevant incidents/service request details allocating categorization and priorization codes.
Making an initial assessment and diagnose of incidents and service requests, and attempting to resolve them. Make use of the knowledge database
Follow the documented procedures
Escalating incidents or services requests that can not resolve/fulfil to other support agents in the same support group or to different support groups
Record and update information in knowledge database
Monitoring progress of incident resolution relative to the appropriate SLA
Keeping customers informed on incident status and progress
Managing the incident life cycle, including closure and verification
Closing incidents and confirmation with the customer
SDO may be asked to fulfil ITSS tasks and vice-versa when working for MEP IT Support

General
Good IT knowledge
Experience using ticketing tools
User oriented
Analysis and technical skills
Very good skills in all of the MS Office applications
ITIL V4 Foundation Certified Required -penalty may apply and certification must be passed within 3 months after the start of the contract

Experience
Minimum of 1 year of relevant professional experience
Language and communication skills
Fluent in both English/French both written and oral
Knowledge of additional EU official languages may be considered an asset
Very good communication skills

Apply by sending your CV to Yasin or Navaid Faiz and call to discuss your application further.