ICT Support Officer

Industry Sector:
International Public Sector
Type of contract:

ICT Support Officer

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Grade: AST3

Unit/Sector: Information Management Unit, ICT Operations Sector

The Position

The Information Management Unit supports the operational and administrative activities of Eurojust by maintaining a secure and reliable ICT infrastructure and effective information management systems. The ICT Support Officer provides support to users and contribute to the design, management and maintenance of ICT services and infrastructure at Eurojust.

Deliver 1st and 2nd line support to staff and other post-holders who make use of computers, systems or other electronic IT tools. Taking care of ICT related incidents, requests or other queries for which specialised knowledge is required. Distribute software applications and support for all services delivered to the user base.

Main Accountabilities 

1st Line Support

  • Receive, classify, register and following up as the first point of contact on requests for technical assistance from users
  • Contribute to the drafting of user manuals, guidelines and system documentation
  • Assist in the development, review and implementation of policies and procedures, identify best practices to improve existing processes, and share innovations when applicable.

2nd Line ICT Support

  • Solve more complicated technical hardware software issues and problem issues escalated by the 1st line
  • Monitor the availability of delivered user services and follow up on incidents and events reported by the monitoring system
  • Prepare, deploy, maintain and change hard- and software in relation to the desk top computing environment and in line with existing procedures
  • Escalate and consult on incidents which cannot be resolved within the SLA to the next level of support and/or management
  • Maintain designated parts of software and ICT Infrastructure
  • Provide input on ICT purchases, monitoring stock and depreciation of equipment.

Operation Support

  • Test new software deliveries related to upgrades, patches or releases of operational software
  • Prepare relevant updates to the computing environment
  • Support the delivery of specific key packages relating to security (software distribution, virus protection and laptop encryption).

Technical Documentation & Support

  • Register solutions to problems and incidents in the knowledge database in order to share knowledge
  • Contribute to the drafting of user manuals, guidelines and system documentation
  • Contribute to the review and development of policies and procedures, assist with the implementation and identify best practices to improve existing processes and share innovations.


Join projects where appropriate for the Sector or Unit.


Recommended Education

  • Post-secondary education: ICT


  • 3 years
  • PC & network support
  • help desk service desk experience
  • trouble shooting and desktop computing in the Microsoft environment

Business Skills & Knowledge required

  • Administrative skills: Incident management database registrations
  • Computer literacy: MS Office
  • Other: ITIL Foundation, Microsoft enterprise skills
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Veuillez indiquer dans votre candidature que vous avez consulté cette offre sur le site web GCFjobs.com

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Eurojust is an agency of the European Union dealing with judicial co-operation in criminal matters among agencies of the member states. It is seated in The Hague, South Holland.

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