The IT Helpdesk Assistant reports to the Service Desk Supervisor.
Main Tasks and Responsibilities:
· To assist in the deployment of Information Technology (IT) infrastructure by deploying and configuring a variety of technical systems;
· To provide first and second level support and problem resolution for computer-related incidents;
· To be the first point of contact for all desktop and network related problems encountered by desktop users, including detainees;
· To maintain and update trouble tickets using the Helpdesk information system and to ensure that all trouble tickets are closed at an agreed service level;
· To take action on hardware, software, network and system problem reports received via telephone, email or in person;
· To identify and flag problems arising from recurring, systematic or procedural defects of the software or Information and Communication Technologies (ICT), and to subsequently initiate action to resolve them;
· To assist in all phases of ICT hardware/software specification, purchase, implementation and operation by providing the necessary support and guidance;
· To manage accounts for desktop users and email accounts;
· To undertake incidental travel, as necessary;
· To undertake any other related tasks as requested by the Line Managers.
Essential Qualifications and Experience:
· A level of secondary education attested by a diploma**
· A minimum of five (5) years of relevant professional experience, after having fulfilled the education requirements.**
Specification of Education and Experience
· At least five (5) years of experience in an IT environment with a focus on a broad range of IT technologies, including Helpdesk support, networking, desktop systems, security and active directory;
· Technical training in IT and IT service management;
· Knowledge of networks protocols, Local Area Networks (LAN), Wide Area Networks (WAN) and TCP/IP, including their installation, administration and management;
· Experience in providing IT services to end users;
· Very good communication skills in English, both written and oral;
· Effective time management skills, including ability to prioritise and manage a high workload on occasions;
· Ability to work productively in a fast-paced, team-oriented environment and produce accurate work under pressure and in difficult circumstances;
· Ability to establish and maintain effective and constructive working relationships with people of different national and/or cultural backgrounds with respect for diversity;
· Demonstrated gender awareness and sensitivity; ability to promote an inclusive working environment and integrate a gender perspective into tasks and responsibilities.
· Certifications in Microsoft Desktop Operating Systems technologies;
· ITIL Certification;
· Experience, particularly in national, international or hybrid court systems;
· Knowledge of the functioning of the EU and in particular CSDP missions.
How to apply
1. For candidates from the EU Member States:
The online Application Form, including its Addendum (Annex 3 to be filled in manually and uploaded), shall be submitted via one of the following links:**
1.1. For candidates seconded by their EU Member State:
1.2. For contracted candidates from the EU Member States:
2. For candidates from the Third Contributing States:
The Application Form (Annex 2), available on both the EEAS website and the website of the Kosovo Specialist Chambers and Specialist Prosecutor’s Office, shall be sent to one of the following email addresses only:
2.1. For candidates seconded by their Third Contributing State: **
Civilian Planning and Conduct Capability (CPCC)
2.2. For contracted candidates from the Third Contributing States:
Only one Application Form per candidate will be accepted, the latest received within the deadline or the one submitted through the National Authorities being given a priority.