Pubblicato su stage4eu il: 11/10/2019 European Chemicals Agency, Trainee - ICT Infrastructure and Support

ECHA - European Chemicals Agency
Annankatu 18, Helsinki, Finlandia
6 mesi. Inizio: 1 marzo 2020 
L'offerta scade il 18/11/2019
Posti disponibili Non specificato
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The ICT Helpdesk trainee will assist the ICT Helpdesk Team with projects and operational work to support the business needs of the different IT areas. He/she will act as the internal support for ECHA staff in IT issues, receiving and logging calls and performing analysis and troubleshooting of incidents. The ICT Helpdesk Trainee will be required to provide solutions and advice to the users or escalate incidents to the appropriate team. The main duties of the role shall cover, among others:

  • Assisting in setup and maintenance of office automation environments (installation of workstations, printers, telephones and other peripherals, dual-factor authentication token assignment);
  • Contributing towards resolving incidents as first line support in (mostly) Microsoft Windows and Office environment;
  • Supporting the ICT HD Team in the roll-out of the projects planned for 2020 (Office 365 roll-out, Edge browser, …)
  • Supporting the logistics aspects of ICT related activities (receiving deliveries, moving of ICT assets, etc.);
  • Supporting the activities related to the annual inventory of ICT assets;
  • Assisting in the encoding of incoming incidents at ICT Helpdesk and assigning them to relevant support groups in collaboration with the other members of the team;
  • Assisting to incident management according to the Remedy functionalities and classification by applying best practice methodology to incident management, thus ensuring high levels of quality in terms of content and drafting as well as timeliness;
  • Contributing to the further development and improvement of the ICT helpdesk IT tools as to the classification system of questions enabling an appropriate knowledge management.
Requisiti principali:
  • Completed university studies at least to bachelor degree level in Information Technology, Computer Science, Process Engineering;
  • Analytical capabilities, problem solving attitude and technical skills on Networking TCP/IP stack and Windows Operating Systems;
  • Experience in using MS Office tools;
  • Theoretical and/or practical experience with commercial service management tools (e.g. Remedy ticketing system) and ITIL practices;
  • Experience in an international/multicultural environment;
  • Good communication and interpersonal skills;
  • Aptitude for team work;
  • Excellent command of written and spoken English.