Description
Service Desk Associate - fluent French and English, willing to work one day a month in Luxembourg
Context
Integrated Management of European Commission's network and security.
The SNet Network consists of:
The LAN in the Commission's buildings (approximately 85 buildings spread over Brussels, Luxembourg)
The connections between these buildings
Secure connections with the outside world. It also includes the connections that enable teleworking.
The scope of services extends to the provision of the following support services:
Managing the network and security of the Commission
Day to day operation
Construction and design
Testing of new equipment, releases and configurations
Development of the services
A team of 38 people is working permanently on-site (Brussels and Luxembourg).
General Activities:
Monitor network and security infrastructure, receiving, assigning and coordinating the successful resolution of requests (Incidents, Service Requests, Events, and Operational Activities) logged by clients on the relevant monitoring system.
Ensure that a quality professional level of service is maintained and that clients are satisfied
Act as a first point of contact for clients
Capture the detail of service requests and provide first line support if required or escalate to the relevant engineer for resolution
Ensure the correct escalation procedure is followed on all critical calls and requests
Work closely with his/her colleagues and/or 3rd parties to ensure the swift resolution of faults.
Regularly update call details on the relevant system
Ensure that all relevant documents related to the fault are maintained
Provide updates and ensure that clients are aware of the actions that are being undertaken on their behalf
Specific Activities:
Participate once a week to operations meeting
Technical knowledge:
Network and Internet technologies preferably
Skills required:
Customer and Quality focus
Sense for pro-activity
Ability to understand technical situations
Ability to provide recommendations
Team-spirit
Excellent written and verbal communication (French and English).
Can cope well under pressure
Display required integrity to ensure excellent client service
Problem solving and logical thinking skills
Location and Timing issues:
Provision of the above mentioned services basically in Brussels, with a possibility to work in Luxembourg about 1 day per month.
Project Business hours: 7H-19H >= being able to start at 7AM or being able to end at 7PM