Job Offer

Information Technology Assistant 1st level support

Application Open Date: 
09/08/2019 - 13:00
Deadline Date: 
30/09/2019 - 23:59
Strasbourg, France
Type of Contract: 
Contract staff
JOB Description: 
This selection procedure is an ideal opportunity for applicants to join a fast-paced job and to work on large-scale IT system in the area of Justice and Home Affairs. As part of a team of Information Technology Assistants, the future job holder will be the primary contact point for user support at the service desk. This position will require shiftwork and challenging work schedules to operate in a real-time 24/7/365 environment. The main duties of the job holder will be the following: • Providing first line support through taking calls and handling incidents and service requests; • Logging all incidents and service requests, complaints and changes; • Handling operational communication: SPoC (Single Point of Communication) communication at operational level with users and escalating to stakeholders when deemed necessary; • Recording, classifying, categorising (impacted services), prioritising (impact/urgency) and assigning events; • Handling alerts: identification, classification and follow up of alerts coming from the monitoring systems; • Resolving known incidents/service requests based on use cases and immediate short-term resolution or escalation of incidents and service requests; • Tracking incidents to ensure compliance with the Service Level Agreements and following up with the stakeholders until the correct resolution is identified; • Identifying, registering and categorising incidents/service requests according to the agreed procedures; • Gathering information to enable incident resolution; • Promptly allocating incidents as appropriate; • Maintaining records and advising stakeholders of actions taken including the closure of resolved incidents; • Ensuring that the knowledge database is updated based on incidents and requests resolution; • Contributing to the maintenance of a knowledge management database by leveraging knowledge of a specialism in order to capture and classify content, taking expert advice when required. The successful candidate may be required, at times, to assist in other areas of the work of the Agency according to needs and priorities, as planned and defined by the Head of the Unit.
Reference ID: 
Vacancy Type: 
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