ICT Support Officer (User Support)

Job Introduction

Serco is a trusted partner of European Institutions and International Organisations, providing ICT services and Contact Centre management across Europe. Our expertise ranges from information systems support to consultancy services delivered under governmental frameworks, supporting key entities such as the European Commission and its Executive Agencies. As a leader in Service Integration and Management, we ensure the seamless delivery of services across multiple platforms, reflecting our strong commitment to quality and operational excellence.

We are currently seeking a ICT Support Officer(User Support) to join our team supporting the EuroJust in The Hague, Netherlands, as well as in other locations across Europe. 

Key Responsibilities

The ICT Support officer delivers 1st and 2nd line support to staff and other users of Eurojust’s ICT tools.
1.1. Support
Provides first-line IT support: 

• Logs and prioritizes all incoming service requests and incidents.
• Offers quick solutions or workarounds for common issues.
• Troubleshoots and resolves more complex end-user equipment and workspace problems.
• Escalates unresolved tickets or those exceeding defined resolution times to appropriate teams (3rd line or external suppliers) based on the type of ICT service.

Manages the end-user computing environment:

• Supports purchasing, inventory control, configuration, deployment, and maintenance of user devices according to internal policies and procedures.
• Implements changes to the computing environment while ensuring compliance with regulations.

1.2. Operational support

• Supporting the Information Management team in testing new software deliveries and assists in the preparation of computing environment updates particularly in the domain of end user computing.

1.3. Stand-by duty

• Working in shifts during normal working days and normal working hours (morning shift from 08:00 to 16:30 and evening shift from 09:30 to 18:00) and on a rotating basis to cover a shift outside of normal working days and normal working hours in a stand-by duty mode.
• The standby duty shift for an ICT Support Officer is on average once a month, Monday to Friday from 18:00 – 08:00 and Saturday and Sunday 24/7. This additional responsibility may not be charged separately; it must be included in the normal hourly rate.
• If during stand-by duty actual work is performed, the hours worked shall be recorded on a separate timesheet and shall be invoiced in accordance with the Framework Contract conditions for rates outside of normal working days and normal working hours.

1.4. Technical Documentation

• Registering solutions to problems and incidents in the knowledge database, contributing to user manuals, guidelines and system documentation and contributing to the review and development of policies and procedures, assist with the implementation and identify
  best practices to improve existing processes and share innovations 

Main Activity

• Providing first and second level ICT support for all users, including during stand-by duty;
• Installing, upgrading, maintaining and decommissioning hardware and software;
• Troubleshooting ICT-related technical problems;
• Contributing to the regular ICT maintenance that takes place in the evenings and on weekends;
• Testing new versions, releases and patches for hardware and software and providing recommendations on their implementation at Eurojust;
• Assisting in the process of ordering of new IT equipment and initiating ICT-related purchases;
• Performing asset management tasks, such as gathering and keeping detailed hardware and software inventory information.

Other Activity

In addition to the skills needed to perform the above mentioned tasks and to function in the described work environment the ICT Support Officer (User support)
Should have:

• Experience with Microsoft Enterprise Software
• Experience operating a Service Desk in an office environment (not a call centre)
• Strong communication skills and professional experience in an EU or multicultural environment;

Shall have:

• Good command of the English language as this is the official working language of Eurojust.