Konnekt forms part of a consortium handling temporary employment for The European Union Agency for Asylum (EUAA) in Malta. The consortium is formed by EMCS, PayrollMalta, Talexio, FASTER Group & Konnekt. By applying for this role, you consent to share your information with the consortium partners.
IT Service Operation Administrator - Interim Support
Location: EUAA HQ, Malta.
Tentative start date: As soon as possible, with a probationary period of 6 months.
Salary Category IV - Gross monthly: EUR 3,920.31
Department: C5/ICTU/IOS
Job Description
The successful applicant will be requested to perform the following main tasks and responsibilities:
- Responsibility for the overall execution of IT service management (ITSM) practices;
- Managing multi-sourced service support technicians to ensure effective service delivery;
- Analysing existing ITSM processes, identifying risks and weak points and recommending improvements;
- Overseeing the execution of the ICT support desk services and practices;
- Setting up and reporting on service management key performance indicators;
- Ensuring that the service management processes are properly reflected in the ITSM solution;
- Preparing communication for end users and other stakeholders if required;
- Preparing required policies and standard operating procedures supporting service management processes;
- Contributing to all ITIL practices;
- Creating a positive customer experience;
- Other specific duties as assigned by EUAA line management.
Minimum qualifications
- Completed Bachelor degree
- Effective written and spoken communication skills in English (B2 level according to Common European Framework of Reference for language skills), the working language of the EUAA.
General requirements
Essential:
- At least 6 years of experience in managing and supporting ICT service desk activities, including the use of various service desk tools and software (i.e. Atlassian Servicedesk).
- A minimum of 3 years of experience in implementing and managing incident, problem, configuration and change management processes to maintain the stability and performance of IT services.
- At least 3 years of hands-on experience in managing end-user systems and devices, including the installation, configuration and maintenance of various products and applications to meet user requirements.
- Demonstrated expertise with a minimum of 3 years of experience in Microsoft end-user application products and operating systems, ensuring proficiency in troubleshooting,configuration and support.
- Experience in sourcing and managing consultants, IT equipment and service contracts to ensure optimal IT service delivery and cost-efficiency.
- Experience working in multicultural and multilingual environments, demonstrating effective communication and collaboration across diverse teams.
- Holding an ITIL Foundation certification or other equivalent certifications.
Advantageous:
- Professional experience in a position related to the duties and/ or in a European Institution, Agency or Body.
- Experience with IT budget management, capacity planning and forecasting future IT needs.
- Experience with project management in different IT domains (e.g. IT infrastructure, software development).
- Holding an ITIL certification for Practice Manager modules or above.
Other requirements:
- Motivation to work in a dynamic working environment.
- Excellent communication and interpersonal skills.
- Customer-oriented attitude.
- Attention to details, confidentiality, integrity and discretion.
- Capacity to manage and co-ordinate several processes simultaneously.
- Critical thinking and problem-solving skills.
Job Reference: IU920
