Service Desk Agent (Service desk, Incident Management, Problem Managem

THE SERVICE DESK AGENTS HAVE THE FOLLOWING TASKS AND RESPONSIBILITIES: 

- Incident Management - Qualification, Escalation of critical incident, Dispatching and follow-up of tickets (incidents and requests)
- Tickets resolution at first line level (Oracle, Weblogic, CMDB and so forth)
- Impact analysis of critical incidents
- Prepare and Coordinate communications related to planned and urgent maintenances
- Elaborating incidents reports and contributing to operational procedures
- Producing incidents and maintenances reports 

KNOWLEDGE AND SKILLS

- Knowledge of the European Commission business or the Public Sector
- Knowledge of ITIL processes (Service desk, Incident Management, Problem Management, Change Management)
- Proven experience with daily operation of mission critical systems in a large organisation
- Ability to work in a demanding environment where time flexibility is mandatory
- Ability to communicate in English (mandatory) and as much as possible in French
- Basic knowledge of Unix, Oracle, JEE, Atrium CMDB, ColdFusion would be considered as a major asset
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Experience in conducting & reporting on projects would be considered as a plus 

PERSON NEEDS TO BE WILLING TO WORK IN SHIFTS (WORKING HOURS: FROM MONDAY TILL FRIDAY, 8H/DAY, BETWEEN 08:00 AND 20:00).