We are TRASYS International, NRB Group, an ICT company with over 30 years of a successful track record working with European Institutions and Agencies, offering IT consulting, solutions, and services. Our Mission is to help our clients keep up with the challenges of digital transformation by providing the right talent at the right time for the right job. To this end, we are constantly looking for talented professionals who are interested in working on challenging international projects and able to deliver high-quality results within multicultural environments. Our services include (but are not limited to) modernization solutions, digital workspaces, cloud technologies, and IT security. Our Headquarters are in Brussels, and we have active accounts and offices across Europe (i.e. Luxembourg, Amsterdam, Athens, Stockholm, Geneva).
We are currently looking for a Service Desk Agent to one of our clients, an EU Institution located in Seville, Spain. The consultant will be assigned to work on different solutions and projects linked to operating digital education tools, according to the needs and priorities of the unit.
Your ResponsibilitiesUser guidance and support regarding the use of information systems / ICT toolsFollow-up of incidents related to information systems and organization of the reportingFollow-up of user requestsFollow-up of bug reportsDocument knowledge, known issues, and transfer this knowledge to colleaguesCategorize and prioritize incoming tickets correctly and escalate where neededSupport to translate business manager inputs into business/technical analysis and/or information consumable by the end-userDetect areas of improvementsWrite user manuals and documentation for the information systemsSupport to data management, interaction with IT TeamTesting and ValidationUpdate resources and liaise with the website manager to upload the resources on the Commission webpagesInteraction with the business analysts, customer, users, project leaders, and the developers Your ProfileYou hold a Bachelor's degreeGood knowledge of ITILSpecific experience in Business analysisSpecific experience in Project management related to prioritization and risk analysisExpertise in using and updating data statistical or visualization tools (e.g. Qlik, Excel, SPSS, etc.)Capability of integration in an international/multi-cultural environment, rapid self-starting capability, and experience in working in a teamProven knowledge (at least one year) in end user assistance, support of information systems, or similarExcellent and proven knowledge of how wiki works, collaborative sites, and social networksExcellent and proven knowledge (at least 5 years) and professional usage of the office automation tools used in the contracting authority (MS-Office, at least Power Point and Excel)Very good and proven knowledge (at least one year) of Information Systems Technical and User documentationVery good communication skills with technical and non-technical audiencesAnalysis and problem-solving skillsCapability to write clear and structured technical documentationAbility to participate in technical meetings and good communication skills Hybrid working is permitted, with office presence required for 1 day per week in Seville.
What do we offer you?In order not to be just another outsourcing provider, we guarantee a personal follow-up during your employment at the Institutions. Every consultant (freelance and employee) has a dedicated Trasys career coach in order to facilitate the communication and career follow-up. We regularly organize social events like lunches and after work drinks, to create an occasion for you to meet with other Trasys International colleagues and management in a relaxed setting. Moreover, we are able to offer secure employment thanks to our stable contracts with the Institutions since the last 30 years. As we have clients and offices all throughout Europe, your career path with us can take many new directions, content and location-wise.
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