IT HUB Agent

Overview

They are primary contact (visuel contact) with end-user proximity and mobility support on the standard desktop and personal IT equipment. This agent is in direct contact with the users and provides an excellent service to EC/EUIBA user, VIP and especial users. The IT HUB agent role is to deliver high end users’ assistance for second and third-level support. If an incident or request cannot be resolved by the Service Desk operator through 1st line remote control, IT HUB agent must provide aid remotely (in specific cases), in-situ and/or unquestionably at the user's offices and/or at the walking area. IT HUB agent need to be coordinated with other teams (network teams, application, operation for instance) and run multiples processes in parallel. They are responsible of delivery, loan and tracking of equipment and Mobility items (loans of laptops, beamer, smartphones, office material, tablets). IT HUB agent can be asked to handle the local IT inventory of their location and do ITELCM activities (inventory tracking, Installation and Move of IT Equipments, etc…) when requested. As well as, IT HUB agent must be able to perform all tasks of a service desk agent too.

General Requirements

• General ICT knowledge and areas of attention are:
• At least between 6 monts and 1 year of IT service desk agent experience.
• Service desk agent, incident agent and analyst, request agent and analyst.
• Incident analysis, first and second-line customer liaison with the purpose of maximising the first call resolution rate.
• First and second-line support: remote (if required) and on-site support.
• Participating in reconfiguration/installation of PC environment.
• Documenting operational support procedures (if required).
• Drafting technical content for knowledge database.
• IT support specialist must be able to perform all tasks of a service desk agent.
• Liaising with other IT support groups for execution of some required tasks.

• Other abilities and skills required in the agent are:
• Highly autonomous and IT skilled.
• Very good skills in Office Automation (MS Windows, MS office, productivity applications), digital workplace and mobile computing.
• ITIL V3 or V4 Foundation Certified (is an asset).
• Fluent in both English/French both written and oral.
• Very good communication skills.
• Capacity to organise delivery schedules.
• Analysis of user requests in the domain of requests.
• Autonomous, proactive and well user oriented.

Tasks and responsibilities

• Acting as service desk agent: at the request of EUSS management, you will be asked to take telephone calls during a given period (e.g. from 9:00 to 11:00) in order to assist the service desk agents.
• Device Setup and Configuration: set up and configure desktops, laptops, printers, scanners, and other hardware devices for end-users.
• Hardware Repairs: diagnose and repair (if required) hardware issues.
• Peripheral Support: install and troubleshoot peripherals like monitors, keyboards, mice, docking stations, and other accessories.
• Installation and Updates: install, configure, and update software applications, operating systems, and security patches.
• Troubleshooting: Address software-related issues that cannot be resolved remotely, such as application crashes, performance problems, and compatibility issues.
• Connectivity Issues: resolve local network connectivity issues, including Ethernet and Wi-Fi problems.
• Network Configuration: assist with configuring network devices.
• In-Person Assistance: provide hands-on support for users experiencing technical issues, offering immediate troubleshooting and resolution.
• Immediate Incident Handling: quickly respond to and resolve IT incidents that require physical presence, such as system failures or urgent hardware replacements.
• Inventory Management: maintain accurate records of IT assets, including hardware inventory.
• Asset Deployment: manage the deployment and retrieval of IT equipment for new hires, terminations, or departmental changes.
• Liaison Role: act as a bridge between end-users and other IT teams, ensuring effective communication and coordination for complex issues.
• Escalation: escalate unresolved issues to specialized IT teams, providing detailed information and context to facilitate resolution.
• Updates and Patching: ensure all systems are up-to-date with the latest patches and updates to maintain security and functionality.
• Incident Logging: accurately log all support activities, incidents, and resolutions in the IT service management system.
• Knowledge Sharing: contribute to the creation and maintenance of documentation, such as troubleshooting guides and knwoeldge base.