> For the complete documentation index, see [llms.txt](https://doc.montoyer.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://doc.montoyer.com/framework-contracts/digit-tm-ii/digit-tm-ii-profiles-description/5.-service-desk-agent.md).

# 5. Service desk agent

*Nature of the tasks*

* User guidance and support regarding the use of information systems / ICT tools
* Follow-up of incidents related to information systems and organisation of the reporting.
* Follow-up of user requests.
* Follow-up of bug reports.
* Document knowledge, known issues and transfer this knowledge to colleagues.
* Categorize and prioritize incoming tickets correctly and escalate where needed.

*Education* : EQF 6 any degree

*Specific expertise and technologies*

* Proven knowledge in end user assistance and support of information systems.
* Good knowledge of ITIL
* Knowledge of wiki, collaborative sites and social networks.
* Knowledge of the office automation tools used in the contracting authority (MS-Office).

*Certification and/or Standards*

* Not applicable

*Skills*

* Good IT skills.
* Excellent communication / writing skills.
* Capability of integration in an international/multi- cultural environment, rapid self-starting capability and experience in working in team.
* Ability to participate in multi-lingual meetings.

*On-call services foreseen for this profile :* Yes