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.

The IT Support Unit is dedicated to delivering high-quality IT support services that allow users to work efficiently anytime and anywhere. Within this Unit, the Service Desk and Proximity Service acts as a single point of contact for all IT-related matters within the European Parliament. It is responsible for managing user incidents and service requests, delivering both first- and second-level IT support while using the ServiceNow application. Assistance is provided through multiple channels — telephone, email, chat, and in-person — either directly at the user’s workplace or via walk-in support at the IT Welcome Desks. This unit operates between three working sites - Brussels, Luxembourg and Strasbourg.

We are looking for a motivated trainee to join our Unit, assisting with reporting, process improvement and knowledge management tasks to enhance our delivery of support services.

• The trainee will work with ServiceNow, a leading cloud computing platform, gaining practical experience in data extraction, data analysis, workflow management and process optimisation. The trainee's main responsibility will be to prepare, analyse and present reports tailored to the Unit's needs using the Platform Analytics (PA) capabilities of ServiceNow. These reports will support informed decision-making to improve the team's operational efficiency. This traineeship offers valuable hands-on experience in reporting, data analysis, continuous process improvement, and knowledge management;
• The candidate will evaluate and test current KPI reports to verify data accuracy, assess report functionality, and ensure they meet operational and reporting needs;
• The candidate will have an opportunity to work in a multicultural environment with positive colleagues and cooperative atmosphere;
• The candidate will gain valuable experience and an insight into 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;
• Ideally 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;
• Willing to work in a multicultural environment within a large-scale institutional and corporate setting, such as the European Parliament;
• 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.