5. Service desk agent

Lot 1: Standard external consultancy services in the field of information systems

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