Trainer Application Support Agent

VASS BENELUX; Belgique; Sur place; EUR 40 000 - 65 000; Plein temps

Résumé du poste

The European Commission in Brussels is seeking a Trainer Application Support Agent to join the IT Services team within DG CONNECT. This full‑time role focuses on end‑user support, knowledge sharing, and user training for information systems across Europe.

You will log and resolve incidents, prepare training sessions, create user manuals and FAQs, and collaborate with developers to improve documentation. English (C1) is mandatory; ITIL knowledge is a plus; a strong customer-service mindset is

Qualifications

• Proven knowledge in end-user assistance and support of information systems.
• Minimum 1 year experience in user support.
• European level C1 in English is mandatory.
• Strong analytical skills and quick understanding of processes.
• Be solution oriented, proactive and responsive to problems.
• High communication skills and customer satisfaction focus.
• Ability to work in an international/multicultural environment.
• Strong team player with excellent relationship skills.
• You are stress resistant and can impart knowledge at various levels.
• Any other language is an asset.
• ITIL Foundation Certification is a plus.

Responsabilités

• Receive and log requests/incidents & questions from users, provide technical support, investigate problems, and determine appropriate actions.
• Ensure and perform all communication with the end-users.
• Participate to meetings with the development team.
• Provide services to all stakeholders according to ITIL best practices; handling and documenting all requests.
• Improving documentation and creating FAQs based on received calls
• Writing user manuals for information systems.
• Writing web documentation.
• Prepare and deliver training courses on information systems to different stakeholders.

Connaissances

End-user support

User support experience

Analytical skills

Strong communication

Team player

Stress resilience

Multicultural environment

ITIL familiarity

Formation

Higher education or equivalent

Outils

ITIL Foundation

Description du poste

We're looking for a Trainer Application Support Agent for the European Commission in Brussels. As a full-time employee you will be part of the application support team at the Directorate General for Communications Networks, Content and Technology develops and implements policies to make Europe fit for the digital age (DG CONNECT).

Description of tasks

• Receive and log requests/incidents & questions from users, provide technical support, investigate problems, and determine appropriate actions.
• Ensure and perform all communication with the end-users;
• Participate to meetings with the development team.
• Provide services to all stakeholders according to ITIL best practices; handling and documenting all requests;
• Improving documentation and creating FAQs based on received calls
• Writing user manuals for information systems.
• Writing web documentation.
• Prepare and deliver training courses on information systems to different stakeholders.

Knowledge and skills

• Proven knowledge in end user assistance and support of information systems
• A first successful experience in user support (minimum 1 years)
• Higher education or equivalent overall experience
• European level C1 in English is mandatory
• Have good analytical skills and quickly understand process
• Be solution oriented as well proactive and reactive to any problem
• High communication skills and ensure customer satisfaction
• Ability to work in an international/multicultural environment
• Strong team player with excellent relationship skills
• You are stress resistant and are able to impart knowledge at various levels

Miscellaneous:

• Any other language is an asset
• ITIL Foundation Certification is a plus