ICT Service Desk Assistant

Job Category

Job Experience

Job Location

Expiration Date

31 Oct 2019

Vacancy for a post of ICT Service Desk Assistant (Contract Agent, FG III) in the European Asylum Support Office (EASO)


REF.: EASO/2019/CA/008



Publication: External

Ttile of function: ICT Service Desk Assistant

1. We are

The European Asylum Support Office (hereinafter referred to as "EASO"), established by Regulation 439/2010, strengthens European Union (EU) Member States practical cooperation on asylum, enhances the implementation of the Common European Asylum System (CEAS) and supports Member States whose asylum and reception systems are under particular pressure.

Specifically, EASO focuses on three main tasks:


     1.      Supporting practical cooperation among Member States on asylum mainly through training, quality activities, country of origin                              information (COI), statistics and analysis, specialized expert networks, practical cooperation workshops, thematic support on                                unaccompanied   minors, trafficking in human beings and gender;


2.     Supporting Member States under particular pressure through emergency support, including the deployment of asylum support teams to assist EU Member States in managing asylum applications and in putting in place appropriate reception facilities;


3.      Contributing to the implementation of the CEAS by collecting and exchanging information on best practices, drawing up an annual report on the asylum situation in the EU covering the whole asylum procedure in EU Member States and adopting technical documents, on the implementation of the new EU asylum acquis.


The organisation chart of EASO can be consulted in the EASO Work Programme on EASO website (https://www.easo.europa.eu/about-us/easo-organisation-structure).


The headquarters of EASO are located in Valletta Harbour (Malta).


2. We propose

The ICT Service Desk Assistant will be part of the EASO ICT Unit team reporting to the Head of Helpdesk Sector. The primary responsibility of the Service Desk Assistant will be the professional, timely and on quality resolution of issues in the remit of ICT support.

The performance of the above will be executed through a comprehensive technical decision process and delivered with a high level of professionalism.

Duties and activities will include but will not be limited to the following:

  1. Ensuring that IT Service Management processes and best practices, work instructions and other relevant documentation concerning Service Desk procedures are used for efficient handling of all ICT tasks; tracking and updating service requests in the ticketing system and assisting in further customisation of the Service Desk ticketing system;
  1. Exercising the decision-making process for prioritisation to efficiently attribute trouble-tickets to ICT support staff for proper resolution;
  1. Ensuring the existence of up-to-date asset history and configuration management database to ensure the existence of accurate equipment information to the timely resolution of the issues;
  1. Providing ICT Service Desk support, tracking a ticketing system and in line with the established SLA’s and Key Performance Indicators;
  1. Ensuring the smooth running of EASO Videoconferencing facilities;
  1. Providing effective support to EASO VoIP infrastructure;
  1. Ensuring the proper maintenance of the EASO Mobile Device Management platform and ensure the smooth migration of the mobile technological platforms;
  1. Installing hardware and software components, updates, workstations, peripherals, desk and mobile phones, videoconferencing units, and logical unit support, while ensuring its maintenance and update;
  1. Carrying out pre-deployment quality control for desktop and laptop platforms; establishing and updating respective release and maintenance documentation;
  1. Assisting in the EASO field deployment operations with logistics and efficient Service Desk;
  1. Ensuring that hard drive encryption is properly applied to computers and laptops and encryption key management policies and procedures are followed correctly;
  1. Assisting with coordination of technical support with external service suppliers and contracted vendors within the remit of the services they provide;
  1. Maintaining inventory records for desktop computers, mobile equipment, printers, software, and other various computer related equipment;
  2. Collaborate and support the maintenance of the ICT archive and documentation, and in the operation of available ICT applications;
  1. Establish and update documentation concerning problem management and knowledge management articles;
  1. Perform any other tasks as requested by the Head of the ICT Unit.

3. We look for

A) Eligibility criteria

If the eligibility criteria set out in section A) Eligibility criteria are met, the candidates’ applications will be evaluated on the basis of the selection criteria below. The most suitable candidates will be invited to an interview.

  1. A level of education that corresponds to post-secondary education attested by a diploma, or a level of education that corresponds to a secondary education attested by a diploma giving access to post-secondary education and appropriate professional experience of 3 years;
  1. Be nationals of one of the Member States of the European Union, Lichtenstein, Norway and Switzerland;
  1. Be entitled to their full rights as citizens;
  1. Have fulfilled any obligations imposed on them by the laws on military service;
  1. Possess a thorough knowledge of one of the official EU languages and a satisfactory knowledge of another of these languages to the extent necessary for the performance of the duties pertaining to the post;
  1. Meet the character requirements for the duties involved.
  1. Be physically fit to perform the duties linked to the post.

B) Selection criteria

If the eligibility criteria set out in section A) Eligibility criteria are met, candidates will be assessed on the basis of the following selection criteria. The most suitable candidates evaluated on the basis of the selection criteria will be invited to an interview.


   1. Sound knowledge and proven professional experience in ICT Helpdesk / Service Desk environments and customer support;

  1. Proven professional experience in deployment, management, maintenance and support of Microsoft Windows Operating Systems (Windows 7 and above) and related software;
  1. Proven professional experience in supporting a large number of clients and resolving issues related to software and/or hardware.


   1. Proven working experience in an ITIL v3 (or other compatible standard) environment;

  1. Knowledge and experience in managing issues using JIRA ServiceDesk or other compatible ticketing system;
  1. Experience with Microsoft Skype for Business and/or Cisco based Video and Tele Conferencing;
  1. Experience in deployment, management, maintenance and support Microsoft Windows Server based Operating Systems (Windows Server 2012 and above). 

Evaluation during interviewing process

Candidates invited to the interviewing process (interview and written test) will be assessed based on the essential and advantageous criteria described in this Section, and the following additional criteria relevant to the post:

If selected for interview, candidates may also be assessed in the interview on the basis of the following criteria:

  1. Excellent analytical skills with a proactive attitude to problem-solving including the ability to take initiative as well as responsibility;
  1. Strong sense of integrity;
  1. Excellent organizational skills with the ability to multitask, prioritize and plan work accurately as well as with attention to details towards tight deadlines;
  1. Very good interpersonal and team working skills especially in multicultural environments;
  1. Service and client-oriented attitude in combination with very good communication skills;
  1. Accuracy and attention to detail;
  1. Knowledge of the mission and organization of EASO;
  1. Excellent written and oral command of English, as well as ability to use electronic office equipment and applications (word processing, spreadsheets, presentations, electronic communication, internet etc.) are essential;
  1. Candidates will be also assessed on the above by written test or hands-on exercise.


4.Selection and appointment

The Regulation which provides the legal basis for EASO was adopted in May 2010 (Official Journal of the European Union L 132 of 29.5.2010).

Eligibility of candidates will be assessed by a Selection Committee according to compliance with all eligibility criteria by the closing date for the submission of applications.

The applications of the eligible candidates will also be assessed against the selection criteria. Following this assessment, the best ranking candidates may be invited for a written competency test and an interview, which will be held in English.

The interview will consist of the following components:

·      General aptitude and language abilities to the extent necessary for the performance of their duties in accordance with Article 12.2(e) of the Conditions of Employment of other Servants of the European Union (CEOS);

·       Specific competences with reference to the applicants' profiles in line with the selection criteria of the present Vacancy Notice.

Candidates invited to an interview will be required to bring originals and copies of the documents listed below:

·         {C}A document proving their citizenship (e.g. passport);

·         {C}Certificates attesting their educational and professional qualifications, in particular those giving access to the profile in question;

·     Documentation evidencing the professional experience acquired after the obtaining the qualification that enabled the candidate to be eligible for the post. The documents must clearly indicate exact dates of employment (start date and end date), type of employment (part-time or full-time) and the nature of the duties carried out.

The Selection Committee will propose a shortlist of successful candidates to the Appointing Authority. These will then propose the most suitable candidate and establish a reserve list for the post in question. Candidates shall note that inclusion on the reserve list does not guarantee recruitment. Recruitment will be based on availability of posts and budget.

The reserve list for this post will be valid until 31 December 2019 and may be extended at the discretion of the Appointing Authority.

Prior to signing the contract, the successful candidate will be asked to undergo a compulsory medical examination by one of the institutions' medical officers which will enable EASO to ensure that he/she fulfils the requirement stated in Article 28(e) of the Staff Regulations of the Officials of the European Union.


5.Equal Opportunities

EASO applies an equal opportunities policy and accepts applications without discriminating on the basis of gender, race, colour, ethnic or social origin, genetic features, language, religion, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation.

6.Conditions of employment

The Contract Agent will be appointed by the Executive Director, upon recommendation of the Selection Committee, following the selection procedure.

He/she will be recruited as a Contract Agent according to Article 3a of the CEOS for a period of 3 years which may be renewed. The Contract Agent post in question will be placed in group FG III.

Successful candidates who are recruited will undergo an initial probation period of nine months.

The pay for a Contract Agent FG III (step 1) consists of a basic salary of EUR 2704.38 weighted by the correction coefficient (for Malta currently 90.2%) supplemented with various allowances, where appropriate, such as expatriation and family allowances. The salaries of staff members are subject to a European Union tax deducted at source. Staff members are exempt from national tax on salary and are members of the European Union social security and pension schemes.

For further information on working conditions of Contract Agents please refer to CEOS:


The place of employment is Valletta Harbour (Malta).

7.Application Procedure

For applications to be valid, candidates shall:

  • Use the official application form provided on the EASO website. The candidate is requested to fully complete all sections of the application form in English;
  • Send their application via email to : applications@easo.europa.eu by the proposed deadline;
  • The subject of the e-mail should include the reference of this vacancy, followed by the candidate's surname.

Incomplete applications will be disqualified and treated as non-eligible.  Candidates who use the same application to apply for more than one post will also be disqualified. Application forms must be modified according to the post in question.

Please note that the selection process may take several months.

In order to facilitate the selection process, all correspondence to candidates concerning this vacancy will be in English.

Candidates should not approach, directly or indirectly, the Selection Committee under any circumstances in relation to this recruitment process. The Appointing Authority reserves the right to disqualify any candidate who disregards this instruction.

Closing date:

The closing date for submission of the applications is 31 October 2019 at 13:00h (Brussels time). EASO will disregard any application received after that date and time.

Applicants are strongly advised not to wait until the date of the deadline to submit their applications. EASO is not held responsible for any delays in submission of applications due to technical difficulties or any other factors that may arise.

If a candidate is found to have provided false information at any stage in the selection procedure, EASO is within its capacity to disqualify the candidate in question.


8.Data Protection

The purpose of processing of the data submitted by the candidate is to manage the application(s) of the candidate in view of a possible selection and recruitment at EASO.

EASO does not make public the names of successful candidates on reserve lists. However, it is possible that, for the purposes of recruitment and related planning purposes, members of the EASO management team may have access to reserve lists and, in specific cases, to the application form of a candidate (without supporting documents, which are kept in confidence by the personnel department). Application files of non-recruited candidates are kept for two years from the expiry date of the reserve list after which time they are destroyed.

The personal information requested will be processed in line with Regulation (EU) 2018/1725 of the European Parliament and of the Council of 23 October 2018 on the protection of natural persons with regard to the processing of personal data by the Union institutions, bodies, offices and agencies and on the free movement of such data, and repealing Regulation (EC) No 45/2001 and Decision No 1247/2002/ECText with EEA relevance.


9.Appeal Procedures

Pursuant to Article 90(2) of the Staff Regulations of Officials and the Conditions of Employment of Other Servants of the European Union, a candidate may submit a complaint against an act affecting him/her adversely. The complaint must be submitted within 3 months from the date of notification to the following address:

The Executive Director

European Asylum Support Office

MTC Block A, Winemakers Wharf, Grand Harbour Valletta, MRS 1917


Should the complaint be rejected, pursuant to Article 270 of the Treaty on the Functioning of the European Union and Article 91 of the Staff Regulations of Officials and the Conditions of Employment of Other Servants of the European Union, a candidate may request judicial review of the act. The appeal must be lodged within 3 months from the date of notification to the following address:

Court of Justice of the European Union

Rue du Fort Niedergrünewald

L-2925 Luxembourg


If you believe that there was maladministration, you may lodge a complaint to the European Ombudsman within two years of the date when you became aware of the facts on which the complaint is based (see http://www.ombudsman.europa.eu ), or write to:

European Ombudsman

1, Avenue du President Robert Schuman -BP 403

F-67001 Strasbourg Cedex


Please note that complaints to the European Ombudsman do not have the effect of suspending the period mentioned in Articles 90 and 91 of the Staff Regulations of Officials and the Conditions of Employment of Other Servants of the European Union for lodging complaints or submitting an appeal pursuant to Article 270 of the Treaty on the Functioning of the European Union.


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