Konnekt forms part of a consortium handling temporary employment for The European Union Agency for Asylum (EUAA) in Greece. The consortium is formed by EMCS, LMW, & Konnekt. By applying for this role, you consent to share your information with the EUAA and the consortium partners
ICT Assistant (non-embedded interim position)
Location: Athens
Category Salary III: Gross monthly - 2.261,11 Euros
Job Description
The ICT Assistant works under the coordination of EUAA, providing 1st Level ICT Support and reporting to the ICT Unit in HQ Malta. The ICT assistant will perform some or all of the following tasks:
• Address the needs of users in a timely manner and in accordance with the Unit’s procedures either by telephone, email or in person at operational locations; address as priority the needs in operational locations in Greece and in Cyprus;
• Handle efficiently IT related issues assigned using the means available;
• Track and update issues related to operations in the ICT Ticketing System;
• Ensure proper escalation of issues to the 2nd or 3rd Level ICT Helpdesk;
• Support in maintaining an up-to-date assets and inventory database;
• Ensure the smooth running of Video- and tele-conferencing facilities;
• Ensure that necessary ICT equipment is fully and properly functioning on time to support events and meetings, as requested by EUAA operations;
• Maintain close communication and cooperation with the respective national authorities for addressing appropriately the needs of EUAA deployed personnel;
• Install hardware and software components, updates, workstations, peripherals and mobile phones, videoconferencing units, and logical unit support, while ensuring maintenance;
• Carry-out pre-deployment quality control for desktop and laptop platforms;
• Establish and update respective release and maintenance documentation; ensure hard drive encryption is applied according to ICT procedures;
• Assist with the coordination of technical support with external service suppliers and contracted vendors, specifically regarding audio and video equipment in the EUAA and local Authority facilities;
• Collaborate and support the maintenance of the Documentation and the operation of available ICT applications;
• Coordinate in the delivery / replacement of ICT Equipment which are critical to the smooth running of the operation;
• Maintain a pro-active attitude towards resolving issues;
• Be available to participate in frequent missions, in Greece and in Cyprus, as per the operational needs of EUAA;
• Participate in trainings organised by EUAA or other stakeholders, when requested;
• Provide regular analytical reports and statistics of provided services and challenges;
• Draft documents, templates, minutes and reports;
• Perform any other tasks in the interest of the service, relevant for the specific profile.
Requirements
• University degree in the related area – preferred and advantageous;
• Knowledge in ITIL or other ICT Service Management Frameworks is required;
• Fluency in Greek and in English (oral and written) is required;
• Experience within an ICT Service Desk team (ITIL Standard) will be considered an advantage;
• Experience with Atlassian Jira (ticketing system) will be considered an advantage;
• Customer Care Experience will be considered an advantage;
• Excellent intercultural/interdisciplinary communication skills;
• Excellent cooperation skills;
• Communication skills to interact effectively with technical and non-technical colleagues;
• Excellent problem-solving and analytical skills;
• Very good skills in planning and organising;
• Ability to work under pressure;
• Accuracy and attention to detail.
Job Reference: UF580