Trainer Application Support Agent

VASS BENELUX; Brussel; Sur place; EUR 42 000 - 60 000; Plein temps

Résumé du poste

European Commission in Brussels is seeking a Trainer Application Support Agent to join the DG CONNECT application support team. You will handle user requests, log incidents, investigate issues, and provide technical support to end-users.

The role emphasizes ITIL-based service delivery, documentation improvement, writing user manuals, and training diverse stakeholders in information systems within an international, multicultural environment.

Qualifications

• Proven knowledge in end user assistance and support of information systems.
• A first successful experience in user support (minimum 1 year).
• Higher education or equivalent overall experience.
• European level C1 in English is mandatory.

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.
• Prepare and deliver training courses on information systems to different stakeholders.

Connaissances

End user support

ITIL knowledge

Analytical skills

English C1

Communication skills

Team player

Stress resistance

International environment

Problem solving

Proactive mindset

Additional language

ITIL Foundation

Formation

Higher education or equivalent

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