• 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.

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).

Useful information

• Applications will be accepted from nationals of EUROCONTROL Member States only.
• Before receiving an official offer, the selected candidate will be required to provide certified copies of the degree(s) that meet the qualifications specified in the Notice of Competition for this position.
• The selected candidate will be offered a contract for a duration of five (5) years in accordance with the provisions of the Staff Regulations governing officials at EUROCONTROL. This contract may be renewed for a total duration of up to nine (9) years, or it may be converted into an undetermined contract.
• The selected candidate must successfully complete a probationary period of nine (9) months before being established in the post.
• Internal candidates
  If selected, the person will keep their current type of appointment duration (undetermined or determined).
  The internal staff member with a determined contract will be offered, in principle, an appointment for 5 Year(s) with a maximum total duration of 9 years.
• The successful candidate shall be appointed at the grade set out in this vacancy notice, or if a group of grades has been published for a job level, in principle at the basic grade of the published job level.
• Candidates declared suitable who are not selected for the post will be placed on a reserve list for similar roles. The reserve list will be valid for one year from the closing date of applications.
• Information on salary and benefits can be found on our Careers site
• EUROCONTROL is an equal opportunities employer. We are committed to equality and diversity. In the event of equal merit, preference may be given to the applicant from the under-represented diversity characteristics in order to complement diversity of teams and rebalance the workforce.
• Candidates should go to our Careers site and read the tips on how to apply.