IT Assistant – Helpdesk Agent

COST - European CO-operation in Science and Technology - is a unique means for European researchers to jointly develop their own ideas
and new initiatives across all scientific disciplines through trans-European networking of nationally funded research activities. Based on a
European intergovernmental framework for cooperation in science and technology, COST has contributed since its creation 40 years ago to
closing the gap between science, policy makers and society throughout Europe and beyond. COST mission is to enable break-through
scientific developments leading to new concepts and products and thereby contributing to strengthen Europe’s research and innovation
capacities.

The COST Office, located in Brussels, is provided by the European Science Foundation (ESF) – the implementing agent for COST, through a
Grant agreement with the European Commission. The COST Office implements Committee of Senior Officials (CSO) decisions and supports
all COST activities, in particular the evaluation and selection of proposals, the monitoring and assessment of COST Actions and the
communication and outreach activities to promote their outcomes and impact.

The ESF-COST Office is currently looking for an IT Assistant – Helpdesk Agent whose primary responsibility is to support the Information
Systems Unit in ensuring a professional, proactive IT and telecommunications service that achieves its business objectives in the most costeffective way.

The IT Assistant – Helpdesk Agent reports directly to the Head of Information Systems Unit.
The person should be available to start as soon as possible.
 

Position responsibilities:

•  Providing first level technical support for internal and external users analysing their problems in the use of workstations, software
• applications, network and server access, resolving where possible and recording such incidents in the Helpdesk system
•  Investigating, diagnosing and solving first level application problems using effective troubleshooting and fault analysis skills and
• escalating accordingly to second and third level support
•  Assisting the organisation in maintaining robust, reliable, efficient and flexible telecommunication and computer-based infrastructure
•  Troubleshooting and resolving where possible issues with WAN, VLAN, firewall, VPN, backup, document management, voice and video
• communications systems and email, printing and scanning services
•  Promoting the optimum use of IT and telecommunications capability by users to maximise the efficiency and effectiveness of operations
•  Helping in the induction process of new staff members and training staff on correct use of programmes and systems
•  Ensuring the company's IT and telecommunications assets are identifiable and reasonably safeguarded at all times
•  Assisting in carrying out practical, tested contingency plans covering unexpected business interruptions
•  Endorsing other responsibilities & undertaking other tasks as necessary for the good organisation of the office, under the responsibility of the Head of Information Systems Unit
•  Responding to any demand requested by the COST Office Director

Profile and competencies:
The successful candidate should demonstrate the following competencies:
Education

•  Bachelor degree in computer science or related field

Experience

•  Recognised 1 to 3 year experience in an IT Assistant – Helpdesk Agent role in a business environment
•  Knowledge of the European and national research structures and institutions is a plus
•  Experience in academic or not-for-profit environment is an asset

Profile

•  Excellent inter-personal skills, including diplomacy, discretion and confidentially
•  Strong customer service approach, team work capacities and relationship building abilities
•  Strong team work capacities and relationship building abilities
•  Demonstrated ability to balance multiple tasks and work well independently and collaboratively
•  Strong aptitude to offer interesting solutions to increase efficiency within the organisation
•  Adaptability to the changing environment
•  Assertiveness and capability to follow decisions from governance and management
•  Commitment and accountability to deliver on allocated tasks as entrusted by the Director
•  Strong analytical and problem solving skills
•  High standard of spoken and written English, knowledge of other European languages appreciated

Specific Competencies

•  Excellent knowledge of MS Windows 7, Windows Server 2008, Exchange Server, Active Directory, Group Policies, Security Policies
•  Good knowledge of networking (TCP/IP, Ethernet, DNS, DHCP, WINS, VPN, firewalls, etc.)
•  Good knowledge of server operations tasks e.g. managing user accounts and backups
•  Working knowledge of Open Source Systems (Linux, Apache, MySQL)
•  Confident user of MS Office 2010 / 2013 products and able to provide advice and support on these products
•  Knowledge of computer’s architecture
•  Hands-on experience with MS Access and MS SQL Server is an asset
•  Working knowledge with SharePoint 2013 and/or financial systems is an asset.

ESF-COST Office offers:

•  A full-time contract under the Belgian law with a limited duration linked to the FP7 COST Grant Agreement II (ending 31 May 2014), with
• an initial probation period of 3 months
•  A fix working schedule from 10.00am to 6.00pm
•  An international working environment located in Brussels (Avenue Louise 149, B-1050 Brussels, Belgium)
•  Unless a national of the ‘EU and EEE’ candidates must be eligible to work in Belgium and must have a Work Permit

Electronic applications (motivation letter with possible start date mentioned + CV) should be addressed to Barbara Bottiau and sent to
job@cost.eu Reference code: ITAHA, preferably using following templatehttp://europass.cedefop.europa.eu/en/documents/curriculumvitae/templates-i...
Please note that the COST HR Team will only contact the candidates who are invited to the first round of interviews. Contact will be made as
from 19 July 2013 to organise the first round of interviews the 25th July 2013 and second rounds of interviews the 31th July 2013.
For more information, please visit our website http://www.cost.eu
Deadline for application: Sunday 14 July 2013