Agent – Workplace Services ICT Operations Specialist

1 week geleden

Den Haag, Zuid-Holland, Nederland Europol Voltijd

ORGANISATIONAL CONTEXT

The ICT Department at Europol is responsible for devising, delivering and operating critical technology capabilities and solutions supporting the core mission and support processes. The ICT Operations Unit is a key team within this department, responsible for the operations, management, availability and security of the Europol ICT Infrastructure and Applications.

The Workplace Services team is a part of ICT Operations Unit, responsible for all end-user devices, applications and processes to professionally and efficiently assist our customers. This includes the support for ad-hoc police operations and troubleshooting necessary to solve any issues our customers might face.

Purpose of the post:

The incumbent will be part of the Workplace Services team and will provide user support for end-user equipment, mobile devices and client application support.

Key responsibilities:

  • Prepare, deploy, maintain and troubleshoot fixed-location and mobile end-user ICT equipment, not limited to desktops, laptops, phones.
  • Handle user incidents and ICT related requests.
  • Mobile devices management, including provisioning, configuration removal, inventory management and user support.
  • Support of mobility solutions with focus on specific configurations for use outside of the Europol headquarter.
  • Participation in On Call Shift system.
  • Install and configure software and hardware remotely or through onsite visits, following IT policies.
  • Create and manage IT user accounts in accordance with policies and procedures.
  • Assist in the maintenance of the hardware and software IT inventory and of related documentation.
  • Support the provision of IT supplies.

Requirements:

  • Be a national of one of the Member States of the European Union and enjoy full rights as a citizen.
  • Have fulfilled any obligations imposed by the applicable laws on military service.
  • Produce appropriate character references as to his or her suitability for the performance of the duties.
  • Be physically fit to perform the duties pertaining to the position.
  • Produce evidence of a thorough knowledge of one of the languages of the Union and a satisfactory knowledge of another language of the Union to the extent necessary for the performance of the duties.

Professional experience:

  • Experience, preferably at least 3 years or more in an ICT Service Desk environment.
  • Experience with managing and troubleshooting Microsoft Windows workstations.
  • Experience with the workflow in service desk environments using an Incident Management System.
  • Experience in the maintenance of ICT hardware like workstations, laptops, printers, etc.
  • Experience in working in a multicultural, multidisciplinary environment.

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