Service Desk Agents for EU Institutions

Contenido de trabajo

Company Description

Arηs Group – part of Accenture - is a market leader in the management of complex IT projects and systems. Founded in Luxembourg in 2003, we have grown to encompass 12 entities worldwide, employing over 2,500 employees in Luxembourg, Belgium, Greece, Italy, Portugal and Bulgaria. With our focus on getting things done, we help our clients achieve their goals with best-of-breed solutions, superior execution and exceptional services. We offer bespoke software development, data science, infrastructure, digital trust and mobile development to government institutions at national and European level, telecom providers, and financial institutions, among others. Our bold company culture is built around working hard and playing hard, with a flat and agile structure that lends itself to efficiency and employee empowerment. We value our diverse workplace of close-knit teams and provide a place where everyone can be supported to learn and evolve.

Job Description

ARHS Group – part of Accenture – is looking for two Service Desk Agents for one of its clients at the EU Institutions in Brussels.

Context

The department supervises the continuity and reliability of the current corporate financial and accounting information systems & legacy systems (maintenance mode) and strives for its continuous improvement whilst ensuring its compliance with the Financial Regulation and Accounting Rules. Within this context, the following activities are carried out:

• Implementation of change requests
• Assurance of operational continuity
• Attribution of business authorizations
• Management of business knowledge
• Providing first- and second-level support to end-users of the systems.
  
  

Role & Responsibilities

Focus on coordinating all service desk knowledge management activities with a view to enable a maximum first call closure and minimum complaints for first level support to end-users of the systems within the framework of the helpdesk (50%) :

• Creating, curating, and maintaining the service desk knowledge base(s) and knowledge artefacts, including coordination thereof, with a view to a direct impact on first call closure especially after major releases.
• Lessons learned and Complaint handling process coordination.
• Participation to 2nd line activities such as new release testing so to proactively update the knowledge articles.
  
  

or

Focus on organizing and coordinating the first level support to end-users of the systems within the framework of the systems helpdesk. Also managing all major incidents management and owning this procedure (75%) :

• Service Desk Coordination: follow up, organization and coordination of the service desk team / shifts / channels according to the performance indicators in place.
• Incident Management end-to-end: engaging with other stakeholders, service desks and teams for an end-to-end ownership follow up of all tickets raised on the relevant information systems.
• Reporting on performance indicators, including definition and follow up of service desk internal ones, such as top 10 offenders, regularly.
• Manages the service desk continuous service and tooling improvement - actions and process.
• Major incident management coordination and process, under the guidance of an official.
  
  

Shared Responsibilities

Providing first level support to end-users of the systems within the framework of the helpdesk (50% or 25%).

• Coordination between the systems project team and the service support team.
• Organization, implementation, and maintenance of IS Support.
• IS service management. Providing users with the required information and manage the information sites.
• Management and follow-up of users’ requests.
• Participation in user, service, and project meeting.
• User guidance ad information mostly for financial information systems, considering this topic as an asset for the systems SAP environment.
• Follow-up of service quality.
• Management of incidents related to information systems, organization of the reporting.
• Conception and organization of user documentation for information systems.
• Maintain Knowledge Database.
  
  

Qualifications

Your profile

• Capability of integration in an international/multicultural environment on multiple large projects.
• Rapid self-starting capability and experience in working in team.
• Being able to participate in multilingual meetings (in English and French).
• Excellent interpersonal communication skills to interact with users in a multilingual environment.
• Ability to work in multi-cultural environment.
• Excellent team player.
• Ability to understand, speak and write English and French (C1 level) other EU languages would be considered an advantage.
• Ability to balance a friendly work environment with high levels of productivity.
• Proven ability to communicate effectively in an operational environment.
• Ability to work in a cooperative manner with other staff members.
• Ability to handle confidential and sensitive information with discretion.
• High degree of discretion and integrity is required as the applications managed and maintained contain personal and confidential data.
  
  

Technical Skills

• Proven knowledge in end user assistance or support of information systems.
• Good knowledge of ITIL.
• Good reporting skills, dashboarding and KPI statistics.
• Problem-solving skills, with the demonstrated ability to resolve situations utilizing knowledge of standard deployment and release policies.
• Good organizational skills with the ability to set priorities in an operational environment and meet deadlines.
• Knowledge of ERP systems, especially SAP, will be a major advantage.
• Knowledge of ABAC would also be an advantage.
  
  

Certification

• ITIL foundation certification would be considered an asset
  
  

Be legally authorized to work in Belgium and not require sponsorship for employment visa.