IT Support Unit - Service Desk and Proximity

The Directorate-General for Information Technologies and Cybersecurity (DG ITEC) delivers digitally advanced, secure, resilient, compliant and sustainable information and communications technology (ICT) services for the European Parliament.

The IT Support Unit is responsible of the IT support for the staff of the European Parliament. This includes IT Service Desk, IT Welcome Desk, proximity support, support for mobile devices and videoconference systems, and telephone switchboard service. The unit’s staff handle user requests and solve IT issues via telephone, email, chat, onsite at staff offices, and ServiceNow application. The unit is spread between three working sites - Brussels, Luxembourg and Strasbourg.

We are looking for a highly motivated trainee to join our Unit to work with us, learning along the way. We would like some help with reporting and processes in ServiceNow, and with the knowledge management on the Wiki. The trainee will have an opportunity to work with a leading cloud computing tool ServiceNow. The ServiceNow tool offers numerous capabilities to improve processes and to provide better IT support to the end users.

• The candidate will be able to practice data mining and analytical skills. One of the objectives will be to create Key Performance Indicators reports;
• The candidate will have an opportunity to work in a multicultural environment with positive colleagues and cooperative atmosphere;
• The candidate will gain valuable experience how information technologies function in a large-scale organisation, such as the European Parliament.

You have obtained/will obtain a university degree (level 6 of EQF or higher) at least three months before the starting date of the traineeship. You have a university degree and/or professionally recognized training certificate(s) in information & communication technologies, computer science, economics, data analytics, documentation or library and information science.

• You have C1 level English or higher. Knowledge of the French language is an asset;
• Knowledge of ServiceNow or similar IT service management / helpdesk tools is an asset;
• IT support experience or professional certificate in this area is an asset.

The European Parliament is dedicated to fostering an inclusive and equitable workplace. We welcome all candidates, regardless of their geographical, racial or ethnic origin, political or religious beliefs, age, disability, gender identity, sexual orientation, socioeconomic background, civil status, or family situation.