# 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 --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://doc.montoyer.com/framework-contracts/digit-tm-ii/digit-tm-ii-profiles-description/5.-service-desk-agent.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.