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Joboffer number #14572

First Officer within the IMT1 Infrastructure Unit of the IMT Department<br>(IT Service Desk)

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Foreign country
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Darba sludinājuma numurs #14572

CV Market client
Ārpus Latvijas
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Job Description

1. Introduction

Europol is the European Union law enforcement organisation that handles criminal intelligence. Its aim is to improve the effectiveness and co operation between the competent authorities of the Member States in preventing and combating serious international organised crime. The mission of Europol is to make a significant contribution to the European Union's law enforcement action against organised crime, with an emphasis on targeting criminal organisations.

Europol is a dynamic multicultural and multi-professional organisation and provides an environment which presents many challenges and opportunities.

A significant component of Europol’s mandate is the development, operations, and maintenance of a computerised system facilitating the sharing of law enforcement intelligence among Member States and with third parties, supporting both operational and strategic objectives of the competent Authorities in the Member States. The computerised system must accompany the entire life-cycle of the information managed within Europol, from collation and validation, through analysis and elaboration, to dissemination and deletion, in the respect of all applicable legal and data protection rules.

1.1. Information about Information Management and Technology Department

The development, operations, and maintenance of the Europol computerised system, including all the required network and infrastructure components are under the responsibility of the Information Management and Technology (IMT) Department.

Besides the responsibility related to the Europol computerised system, the IMT department is also responsible for the development and maintenance of all other information systems that are required by Europol to function as a knowledge-based organisation.

1.2. Information about the Service Desk Function within the IMT1 Infrastructure Unit

The Service Desk receives, registers and handle all calls, including from the users of the Member States) related to difficulties or problems with IT and systems. It will make the first diagnostic, solve what can be fixed remotely or by helping the users and will escalate to the right support group the incidents which it cannot solve itself. The service desk receives as well all requests of the organisation related to the acquisition of products, their implementation and their support.

The working procedures and responsibilities of the Service Desk are articulated around the ITIL best practises framework, mainly the Incident, Problem and Configuration Management. The Service Desk acts according to a Service Level Agreements.

2. Job description

2.1. Situation within the Europol structure
The First Officer Service Desk reports to the Head of the IMT1 Infrastructure Unit, who in turn reports to the Deputy Director Head of the IMT Department.

2.2. Purpose of the post
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 work such as organisation of the shifts, prioritisation of the task, supervision of the monitoring of the performance of the Service Desk Staff and the quality of the work.

2.3. Main tasks and responsibilities

  • Planning of the work, establishment of the work rota for the service in order to cover the working hours;
  • Coordinate the activities of the members of his/her team;
  • Management of the team members such as assessments, holiday request, training proposals, organisation of the on call duty;
  • Prioritisation of the tasks; follow up of the activities;
  • Reporting to the head of unit about the activities and the result;
  • Modification of the internal processes in order to improve the efficiency of the support organisation;
  • Supply advice to the Head of Unit for all matters related to IT support to the organisation;
  • Guidance, coaching of the staff;
  • Organise the documentation of policies and procedures in relation to Support;
  • 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;
  • On call duty.


2.5. General requirements:

  • Be a national of one of the Member States of the European Union,
  • University degree in Computer Science (or in exceptional circumstances an equivalent but with substantial experience in IT support),
  • Sound knowledge (oral and written) of at least two EU official languages, including English (at a minimum of "Fluent").

2.6. Specific Skills and Competencies
The following skills are required:

  • Minimum of 5 years experience in IT support, preferably at least two years in a helpdesk, service desk, user support team or call centre;
  • Minimum of 5 years experience in a position directly involving the management of personnel;
  • ITIL foundation certification;
  • Knowledge and experience with internal Helpdesk/service desk procedures and their documentation;
  • Excellent knowledge of the MS Windows 2000, XP, client and office XP and 2003 suite;
  • Good knowledge of Active Directory, Microsoft Networking and System Administration;
  • Service Oriented Mindset;

2.7. The following skills and competencies are desirable:

  • Good knowledge of the ITIL processes;
  • Large knowledge of products, of security for the average users;
  • General knowledge of ITIL, in particular configuration, problem and change management;
  • Practical knowledge of the main IT infrastructure components is an advantage;
  • Project Management methodology.

2.8. Personal Skills Required:
  • Very good communication skills, patience and determination;
  • Good organisational skills;
  • Good level of motivation for interpersonal contacts;
  • High level of initiative, creativity and cooperation;
  • Ability to work in multi-cultural environment;
  • Flexibility in working hours, as well as willing to work during weekends and nights when needed. Participation to an on call duty rota is required.

Company offers

3. Salary

  • Scale: 6
  • The basic salary is EUR 5.562,82
  • In addition, when relevant, family allowances can be granted:
    - 5% of the basic salary – household allowance;
    - EUR 275,59 per dependant child;
- EUR 599,11 - expatriation allowance;
  • Social contributions and taxes have to be deducted from the above mentioned amounts.

Additional information

4. Information
The successful applicants shall be subject to security screening in compliance with the confidentiality regulations adopted pursuant to Article 31 of the Europol Convention.

Applicants are required to fill out the Europol application form in English and submit it together with curriculum vitae. Further information, including general conditions of employment and the application form can be obtained at the Europol web site ( or by calling the HR unit - +31 70 302 53 34 / 298.

Main dates
Deadline for application: 6.10.2006
Recruitment procedure: 15 - 16.11.2006
Starting date for employment: as soon as possible

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First Officer within the IMT1 Infrastructure Unit of the IMT Department<br>(IT Service Desk)
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