ICT Helpdesk Operator EUROJUST

The ICT Helpdesk Operator will provide support and assistance to all users acting as first point of contact regarding all ICT related incidents, requests and queries.

He/she will report directly to the Head of Sector ICT Operations.

Eurojust is undergoing an organisational structure review; depending on its outcome, the job’s scope of accountabilities might be revised.

1. Key accountabilities
The successful applicant will be responsible, among other duties, for:

• Receiving, classifying, registering, monitoring and following up as a first point of contact on requests for technical assistance from users Providing users with first-level support and advice on standard requests Solving minor technical hardware and software issues Assisting to the preparation, deployment, maintenance and change of hard- and software in accordance with existing procedures Assisting in the creation and management of user accounts and access permissions in accordance with existing procedures Assisting in the maintenance of the ICT infrastructure Monitoring availability of services and following up on events reported by the monitoring system
• Providing input on ICT purchases, monitoring stock and depreciation of equipment and assisting in the process of ordering new IT equipment Contributing to the drafting of user manuals, guidelines and system documentation Assisting in the development, review and implementation of policies and procedures, identifying best practices to improve existing processes, and sharing innovations Supporting and participating in projects/tasks related to areas of responsibility Carrying out any other duties as required in the interest of the service

2. Qualifications and experience required
a- Eligibility criteria

• Candidates will be considered for the selection phase on the basis of the following criteria to be fulfilled by the closing date for applications: A level of post-secondary education attested by a diploma; OR
• A level of secondary education attested by a diploma giving access to post-secondary education, and appropriate professional experience of at least 3 years; Thorough knowledge of one of the languages of the Communities and a satisfactory knowledge of another language of the Communities to the extent necessary for the performance of his/her duties.
• Furthermore, in order to be eligible, a candidate must: Be a national of one of the Member States of the Communities; Enjoy his/her full rights as a citizen; Have fulfilled any obligations imposed on him/her by the laws on military service; Meet the character requirements for the duties involved; Be physically fit to perform his/her duties.

b- Selection criteria
Candidates selected on the basis of the above eligibility criteria will then be evaluated according to the following selection criteria:

Essential

• Experience related to the areas of responsibilities as mentioned above Knowledge and skills in the installation, configuration and use of Windows PCs and MS Office Proficiency in English, as it is the working language of Eurojust;
• Ability to identify/adjust the priority level of activities and assignments; Highly-developed communication and interpersonal skills; Ability to establish and maintain effective team relationships at different professional levels regardless of nationalities or cultural backgrounds; Service-oriented attitude.

Advantageous
The following characteristics are considered as additional assets: Formal certification in ITIL Experience in working in a multicultural environment Knowledge of another EU language

5. Submission of applications
Your application must be sent to applications@eurojust.europa.eu by no later than 27 11 2011 at 00.00 CET.

Please indicate the reference number on the application form, in the heading of your e-mail and in all future correspondence relating to this application.

Candidates must use the E-application form available on the website of Eurojust and must mention the reference number and the title of the post for which they are applying. All the questions on the form must be answered in full. The application form must be completed in English. Eurojust publishes multiple posts at the same time and if the candidate wishes to apply for more than one post, he/she must submit a separate application form for each post.

Should applicants be invited for an interview, in order for the application to be considered complete, they must bring with them on the day of the interview originals or certified photocopies of all the supporting documents for their educational qualifications and employment (diplomas, certificates, statements of employment, professional references, etc.) and photocopies of these documents necessary to prove that they fulfil the eligibility criteria. All documentary evidence of professional experience must indicate both start and end dates of previous positions and the start date of the position held currently.

Eurojust has the right to disqualify applicants who fail to submit all the required documents on the date of the interview.

Please note that any documents submitted will not be returned to the candidates.

Application forms sent by fax or by post will not be accepted, except for candidates who have a proven disability that prevents them from applying via e-mail. These candidates may submit by post, no later than the indicated closing date for the submission of applications (the postmark date will serve as proof), a printed version of the application form, and mail it indicating the reference number of the selection procedure and title of the post to: EUROJUST, Recruitment Office, P.O. Box 16183, 2500 BD The Hague, The Netherlands.

Closing Date: Closing dates for the submission of applications are strictly adhered to. Your application must be sent to applications@eurojust.europa.eu by 27 November 2011 at midnight CET. In the heading of the e-mail, the reference number of the post and the title of the post for which a candidate is applying must be mentioned.

For more details please click here.