Service Desk Associate

The Service Desk Associate will report to the Service Delivery Manager. He/she will be responsible for the monitoring of the Network and Security infrastructure, and for the coordination and follow-up of incident and request resolution.

He/she will be part of a team performing the operations and maintenance of the European Commission's Network and Security infrastructure covering 85 buildings (spread over Brussels and Luxembourg), 5 Data Centres, the connections between those locations and the secure connections towards the outside world.

Duties and responsibilities
Monitor the Network and Security infrastructure. Receive, assign and coordinate the successful resolution of requests (Incidents, Service Requests, Events, Operational Activities) logged by clients on the relevant monitoring system.
Capture the detail of service requests and provide first line support or if required dispatch to the relevant engineer for resolution.
Work closely with his/her colleagues and/or 3rd parties to ensure the swift resolution of incidents.
Ensure the correct escalation procedure is followed on all critical calls and requests
Regularly update call details on the relevant system. Provide updates and ensure that clients are aware of the actions that are being undertaken on their behalf
Ensure that all relevant documents related to the fault are maintained
Ensure that a quality professional level of service is maintained and that clients are satisfied

What makes the job attractive?
Working in a complex technical environment and set-up; with opportunities to cooperate with several teams working on different technologies and to participate in cross-functional projects.

Personality and Values:
Ability to understand technical situations and to provide recommendations
Problem solving and logical thinking skills
Sense of responsibility and self-initiative
Can cope well under pressure
Customer and Quality focus
Excellent team worker

Skills and Experience:
General knowledge and understanding of Networking, Security and Internet technologies
Basic experience with Cisco Router/Switches and/or Firewall technologies is a plus.
Good knowledge of French/English (written and verbal)

Location and Timing issues:
Working location is Brussels, with occasional work in Luxembourg (average 1 day per month).
Working in shift from 7H-15H or from 11H to 19H (weekly alternating)