Back IT Front Desk Coordinator

• Function title: IT Front Desk Coordinator
• Reference: NOC-NM-2024-AST/859
• Location: Brussels
• The selected candidate must reside either at this location or within a reasonable proximity that allows for the satisfactory execution of their duties - Information about living in Brussels
• Nature of competition: Internal and external competition
• Applicable regulations: Staff regulations governing officials of the EUROCONTROL Agency
• Type of post: Assistant
• Job level: AST7-AST9 - Check salary simulations for the basic grade
• Generic job title: Advanced Technical/Administrative Assistant
• Number of posts: 1
• Duration of appointment: 5 Year(s) - extension or conversion of the contract is possible – see “Useful information” section
• Security clearance: EUROCONTROL, NATO or EU Secret
• Directorate/Service: NMD/TEC/OPS - Operations
• Working arrangement: Hybrid work (A blend of onsite and remote work). Please note that EUROCONTROL does not offer full-time remote working arrangements.
• Competition publication date: 07/11/2024
• Competition closing date: 05/12/2024 (23:59 Brussels time)
• Reserve list: Applicable - See details in the \"Useful information\" section

  Your team

  Within the Network Management Directorate, the Technology Domain develops and maintains Network Management (NM) Directorate's mission-critical systems, including all NM ops systems, the related communications facilities and technical infrastructure, and supports the Agency's IT solutions and services.

  📚 𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿 𝗛𝗼𝘄 𝘁𝗼 𝗚𝗲𝘁 𝗮 𝗝𝗼𝗯 𝗶𝗻 𝘁𝗵𝗲 𝗨𝗡 𝗶𝗻 𝟮𝟬𝟮𝟯! 🌍🤝 𝗥𝗲𝗮𝗱 𝗼𝘂𝗿 𝗡𝗘𝗪 𝗥𝗲𝗰𝗿𝘂𝗶𝘁𝗺𝗲𝗻𝘁 𝗚𝘂𝗶𝗱𝗲 𝘁𝗼 𝘁𝗵𝗲 𝗨𝗡 𝟮𝟬𝟮𝟯 𝘄𝗶𝘁𝗵 𝘁𝗲𝘀𝘁 𝘀𝗮𝗺𝗽𝗹𝗲𝘀 𝗳𝗼𝗿 𝗨𝗡𝗛𝗖𝗥, 𝗪𝗙𝗣, 𝗨𝗡𝗜𝗖𝗘𝗙, 𝗨𝗡𝗗𝗦𝗦, 𝗨𝗡𝗙𝗣𝗔, 𝗜𝗢𝗠 𝗮𝗻𝗱 𝗼𝘁𝗵𝗲𝗿𝘀! 🌐

  ⚠️ 𝐂𝐡𝐚𝐧𝐠𝐞 𝐘𝐨𝐮𝐫 𝐋𝐢𝐟𝐞 𝐍𝐨𝐰: 𝐏𝐨𝐰𝐞𝐫𝐟𝐮𝐥 𝐓𝐞𝐜𝐡𝐧𝐢𝐪𝐮𝐞𝐬 𝐡𝐨𝐰 𝐭𝐨 𝐠𝐞𝐭 𝐚 𝐣𝐨𝐛 𝐢𝐧 𝐭𝐡𝐞 𝐔𝐧𝐢𝐭𝐞𝐝 𝐍𝐚𝐭𝐢𝐨𝐧𝐬 𝐍𝐎𝐖!

  Your role

  Your role will be to:

• Be responsible for the efficient running of the customer facing first line IT support services (IT Service Desk, IT Walk In Desk and CSO Help Desk).
• Provide efficient and cost-effective IT helpdesk service delivery while adherence to standards and improving customers’ experience.
• Supervise the activities of the service and oversee contractors, provide training/certification and educate collaborators on the various processes and their implications on service delivery.
• Drive reviews and participate in operational and tactical meetings covering service’s performance, investigation on incidents and level of customer satisfaction, and evaluate service delivery against SLAs and KPIs and identify service improvements (e.g. further automation, self-service tools, WF, etc) and feasibility.
• Co-ordinate activities across services and establish relevant relationships to ensure effective dialogue between relevant internal services/external suppliers.
• Establish clear communication protocols for incidents and service requests so that the end user will have more transparency of the status of her/his ticket.
• Identify, propose and implement necessary evolutions and improvement on the first line support products (services, tools and new communication channels).
• Carry out any other task in line with the main purpose of the job.

  Required qualifications, experience & competencies

• Post secondary education in a relevant domain (e.g. IT, Computer Science, Engineering, etc) with a minimum of 8 years of relevant professional experience or secondary education giving access to post-secondary education with a minimum of 11 years of relevant professional experience. A bachelor degree in a relevant domain (e.g. IT, Computer Science, Engineering, etc ) would be considered an advantage.
• Internal candidates can check on the intranet to see what level of in-house experience is considered equivalent to educational qualifications where appropriate.
• Experience in supervising an IT service/helpesk desk activities.

Useful information