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Senior Agent - ICT Workplace Services (FGIV)

Permanent employment

Location:
Den Haag

Education Level:

Education:
Bachelor (EQF 6)

Published on:

Published:
13/08/2021

Status:
Open

Apply before:
30/08/2021

Hours p/wk:
40

Description:

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About Europol

This selection procedure is intended to establish a reserve list of successful candidates. It is envisaged to start using the reserve list Q4 of 2021 / Q1 of 2022.

Europol retains the right to make use of the reserve list to select candidates for similar posts within the organisation, should business needs require to do so.

Organisational setting:

The post of Agent - Workplace Services is located in the Workplace Services Team, ICT Infrastructure & Operations Unit, ICT Department, Capabilities Directorate.

The ICT Infrastructure & Operations Unit, responsible for the operations, management, availability and security of the Europol ICT Infrastructure and Applications. This includes Workplace services, Customer Service Centre, Solutions Operations and Deployment services, Infrastructure services and ICT Security.

The Workplace Services team is responsible for all user related devices, software and solutions. Both in a proactive way of managing ICT Solutions as well as in a more reactive way by handling tickets on customer request.

Purpose of the post:

The successful candidate will be part of the Workplace Services Team and will provide user support for end user equipment, mobile devices and client application support.

Reporting lines:

The incumbent reports to the Head of the ICT Workplace Services Team.

Job environment:

This post might require participation in a shift system, including weekends and nights as well as on-call duty.

Equal opportunity

Europol is an equal opportunities employer and encourages applications without distinction on the basis of gender, colour, racial, ethnic or social origin, genetic features, language, religion or belief, political or any other opinion, membership of a national minority, property, birth, disability, nationality, age, sexual orientation or gender identity.

Europol aims to create and maintain a healthy and attractive work environment that supports our colleagues in their career planning and in achieving a healthy work-life balance.

Employment at Europol is open to nationals of EU Member States. There is no nationality quota system in operation, but Europol is striving for a broad range of nationalities in order to keep a well-balanced geographical distribution among its staff members.

Background, main purpose and tasks of the post

The successful applicants will carry out the following main duties:

• Prepare, deploy, maintain and troubleshoot fixed-location and mobile end-user ICT equipment, not limited to desktops, laptops, phones;
• Handle user incidents and ICT related requests;
• Act as an escalation point for complex and/or escalated incidents and user requests;
• Mobile devices management, including provisioning, configuration removal, inventory management and user support;
• Support of mobility solutions with focus on specific configurations for use outside of the Europol headquarter;
• Install and configure software and hardware remotely or through onsite visits, following IT policies;
• Create and manage IT user accounts in accordance with policies and procedures;
• Contribute to the definition and improvement of procedures related to the work of the Workplace Services team;
• Assist in the maintenance of the hardware and software IT inventory and of related documentation;
• Participate in the technical and end-user documentation creation and regular review;
• Perform any other task assigned by the Line Manager to assist in dealing with ICT related incidents and requests.

Requirements - Eligibility Criteria

a. Candidates must

• Be a national of one of the Member States of the European Union and enjoy full rights as a citizen;
• Have fulfilled any obligations imposed by the applicable laws on military service;
• Produce appropriate character references as to his or her suitability for the performance of the duties;
• Be physically fit to perform the duties pertaining to the post (prior to appointment the successful candidate will be medically examined by one of the institution’s medical officers in order that the institution may be satisfied that the candidate fulfils the requirements of Article 12(2)(d) CEOS);
• Produce evidence of a thorough knowledge of one of the languages of the Union and a satisfactory knowledge of another language of the Union to the extent necessary for the performance of the duties.

b. Candidates must have

• A level of education which corresponds to completed university studies attested by a diploma when the normal period of university education is 3 years or more.

OR

• Professional training of an equivalent level, and after having completed the training, at least the number of years of relevant professional experience as indicated below:

Duration of professional training Professional experience

More than 6 months and up to 1 year 3 years
More than 1 year and up to 2 years 2 years
More than 2 years 1 year

Requirements - Selection Criteria

a. Professional experience (assessed mainly during the shortlisting phase):

Essential:

• At least 5 years of relevant professional experience, including experience as an ICT support technician;
• Experience with managing and troubleshooting Microsoft Windows workstations;
• Experience with the workflow in service desk environments using an Incident Management System;
• Experience drafting technical and end-user documentation;
• Experience in the maintenance of ICT hardware such as workstations, laptops, multi-functional printers, mobile phones, tablets, etc;
• Experience with Microsoft Active Directory in the areas of users and computers groups management.

Desirable:

• Experience with OS remote deployment solutions (MDT/WDS, SCCM or Altiris);
• Experience with managing iOS devices in a corporate environment using an MDM solution;
• Experience working in a multicultural, multidisciplinary environment.

b. Professional knowledge (assessed during the selection procedure – written test and/or interview):

Essential:

• Knowledge of Information Technology, particularly in the area of end user computing;
• Knowledge of Microsoft Windows 10;
• Knowledge of the Microsoft Office Suite, e-mail, networking and browser applications.

Desirable:

• ITIL certification;
• Microsoft certification on deploying and/or managing Windows 10 workstations.

c. General competencies (assessed during the selection procedure – written test and/or interview):

Essential:

Communicating:

• Very good communication skills in English, both orally and in writing;
• Very good drafting skills and attention to detail.

Analysing & problem solving:

• Keen eye for detail with the ability to maintain standards of accuracy under pressure of tight deadlines;
• Strong analytical and problem solving skills including the ability to anticipate potential problems, determine and implement solutions;
• Competent user of Microsoft Office applications (MS Word, Excel, PowerPoint and Outlook) and the internet

Delivering quality and results:

• High degree of commitment and flexibility;
• High level of customer and service-orientation.

Prioritising and organising:

• Good administrative and organisational skills.

Resilience:

• Ability to work well under pressure, both independently and in a team;
• Very good interpersonal skills, including the ability to effectively liaise with other departments, groups and teams as well as with external partners.

Living diversity:

• Ability to work effectively in an international and multi-cultural environment.

Selection Procedure

All applications for Contract Agent posts must be submitted through the online recruitment system accessible via
Europol’s website
.
The Authority Authorised to Conclude Contracts of Employment (AACC) sets up a Selection Committee, composed of at least three members, consisting of one chair and at least one member from the Administration of Europol and one member designated by the Staff Committee.

The Selection Committee will assess the applications received in order to make an initial selection of those candidates meeting all eligibility criteria and matching best the selection criteria (suitability) set out in this Vacancy Notice.

The minimum pass-mark for being shortlisted, i.e. invited to participate in a post-related selection procedure, consisting of a written test and a competency-based interview, is established as 60% of the total maximum score.

At shortlisting stage, the Selection Committee will establish the pass-mark for test and interview, and will shortlist the 5 highest scoring candidates. All candidates having a score equal to the 5th highest scoring candidate will be invited to take part in the selection procedure conducted remotely.

Candidates who attend the selection procedure will be informed of the outcome, i.e. whether they have been successful or not.
After the selection procedure has taken place, the Selection Committee will establish a list of successful candidates which is shared with the AACC for establishment of a Reserve List. A Reserve List is valid for up to 12 months, and its validity may be extended once for up to 12 months.

Candidates who attended a selection procedure may request feedback on their performance in the written test and interview within three months after the selection procedure. Europol will not be in a position to respond to feedback inquiries received outside this time frame.

The Selection Committee’s work and deliberations are confidential. It is forbidden for candidates to m
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