The Information Management and Technology Department (IMT) is responsible for developing, delivering and maintaining information management and communication technology capabilities that ensure enhanced criminal information exchange between Member States.

Under the supervision of the Head of Unit, the successful candidate will be responsible for the management of the IT Service Desk.  He/she will be in charge of all administration activities such as organisation of the shifts, prioritisation of the tasks, supervision of the performance of the Service Desk Staff and the quality of service.

The successful applicant will carry out the following main duties:

• Planning of the work, establishment of the work shifts of staff in order to cover the defined service hours;
• Coordinate the activities of the members of his/her team;
• Participate actively in the delivery of the service if the workload so requires;
• Staff management of the team members in matters such as performance assessments, leave requests, training proposals, organisation of the on call duty;
• Prioritisation of the tasks; follow up of the activities; issue escalation;
• Take responsibility for end-to-end management of incidents, from identification to resolution and notification, through appropriate assignment of tasks to the relevant operational teams, proactive monitoring of progress, and maintenance of adequate tracking of the incidents.
• Reporting to the head of unit about the activities and the results;
• Modification of the internal processes and procedures in order to improve the efficiency and quality of service of the support organisation;
• Guidance and coaching of the staff;
• In cooperation with the Head of Unit, the other First Officers and ITIL process managers, supports the implementation and the evolution of the ITIL processes in Europol;
• Organise, and take part to, the on-call availability duty shifts of the service desk teams for out-of-hour emergencies.

3.1       General requirements (Art. 24 of the Europol Staff Regulations)

The post holder should:

• Be a national of one of the Members States of the European Union and enjoy full rights as a citizen
• Have a good knowledge of at least two official EU languages, including excellent English oral and writing skills;
• Good organisational and analytical skills;
• High sense of professionalism;
• Completed a university degree or equivalent, but with substantial part of IT related matters.

The post holder should have:

a. Professional experience:

Essential:

• Minimum of 7 years experience in IT support, preferably at least 5 years in a helpdesk, service desk, user support team or call centre;
• Minimum of 3 years experience in a position directly involving the management of personnel;
• Knowledge and experience with ITIL Support processes and their interdependency;
• Knowledge and experience with internal Helpdesk/service desk procedures and their documentation;
• Experience with managing the incident management process..

Desirable:

• At least one ITIL certification from an accredited institute;
• Working experience, preferably in a multi-disciplinary and international environment.

b. Professional knowledge:

Essential:

• Good knowledge of the MS Windows client OS and MS Office suite;
• Good knowledge of Active Directory, Microsoft Networking and Systems Administration;
• Good knowledge of ITIL, in particular Incident, Problem and Change management.

Desirable:

• Broad knowledge of Internet technology;
• Broad knowledge of security processes, protocols and technology;
• Broad knowledge of the main IT infrastructure components, networking and telecommunications.

c. Professional skills and competencies:

Essential:

• Very good communication skills, patience and determination;
• Service oriented and results oriented mindset, and a pro-active attitude;
• Ability to translate technical information into language easy to understand by the customer.

Desirable:

• Project management skills.

Scale: 5

The basic salary is EUR 6.694,23 (tax deduction within Europol is approximately 15 – 20 %)

In addition, when relevant, family allowances can be granted:

• 5% of the basic salary – household allowance;
• EUR 284,20 (net) -  per dependant child;
• EUR 926,77 (net) – expatriation allowance

Additional benefits (annual trip home, education, rent and other allowances, excellent health insurance, etc.)

Social contributions and taxes have to be deducted from the above mentioned amount.

5.1      Main dates:

Deadline for application: 26 March 2008

Recruitment procedure: 14 and 15 April 2008

Starting date of employment: as soon as possible

5.2       Contact Details:

Should you have further questions on the details of the above position, or should you require any guidance on completing the application form please consult the EUROPOL RECRUITMENT GUIDELINES, visit www.europol.europa.eu, contact us on recruitment@europol.europa.eu or call +31 (0) 70 302 5334/298 or +31 (0) 70 353 1628.