Description
The Service Desk agents have the following tasks and responsibilities:
- Incident Management - Qualification, Escalation of critical incident, Dispatching and follow-up of tickets (incidents and requests)
- Tickets resolution at first line level (Oracle, Weblogic, CMDB and so forth)
- Impact analysis of critical incidents
- Prepare and Coordinate communications related to planned and urgent maintenances
- Elaborating incidents reports and contributing to operational procedures
- Producing incidents and maintenances reports
Knowledge and skills
- Knowledge of the European Commission business or the Public Sector
- Knowledge of ITIL processes (Service desk, Incident Management, Problem Management, Change Management)
- Proven experience with daily operation of mission critical systems in a large organisation
- Ability to work in a demanding environment where time flexibility is mandatory
- Ability to communicate in English (mandatory) and as much as possible in French
- Basic knowledge of Unix, Oracle, JEE, Atrium CMDB, ColdFusion would be considered as a major asset
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Experience in conducting & reporting on projects would be considered as a plus
Person needs to be willing to work in shifts (working hours: from Monday till Friday, 8h/day, between 08:00 and 20:00).