IT Front Desk Coordinator

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.

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.
• Experience with ITSM tools in particular ServiceNow.
• Experience in incident and service request management, and ITIL in general. ITIL certification would be considered an advantage.
• Understanding of EUROCONTROL services and systems architecture would be considered an advantage.
• Commitment and interest to follow required training/courses on new technologies and keep abreast of new developments in field of expertise.
• Problem-solving: You anticipate and solve business issues.
• Decision-making: You take decisions based on balanced arguments
• Analytical thinking: You analyse information and are able to identify relationships.
• Communication: You are able to foster two-way communication.
• Customer focus: You adapt services to respond to customer’s needs.
• Stress resistant.
• Ability to work in a multinational and multicultural environment.
• Professional conduct in line with the corporate behaviours of the Agency, i.e. result-driven, readiness to change, customer focus, integrity and team-player approach.
• The working languages of the Agency are English and French. For this particular job, candidates must be proficient users of English at level C1/C2 and intermediate users of French at level B1/B2.
• The levels relate to the European-framework-reference Common European Framework of References for languages (CEFR).

Source: https://jobs.eurocontrol.int/jobs/it-front-desk-coordinator-noc-nm-2024-ast-859-1