EUAA IT Service Operation Administrator - Interim Support

Konnekt forms part of a consortium handling temporary employment for The European Union Agency for Asylum (EUAA) in Malta. The consortium is formed by EMCS, PayrollMalta, Talexio, FASTER Group & Konnekt. By applying for this role, you consent to share your information with the consortium partners. 

IT Service Operation Administrator - Interim Support

Location: EUAA HQ, Malta.

Tentative start date: As soon as possible, with a probationary period of 6 months.

Salary Category IV - Gross monthly: EUR 3,920.31

Department: C5/ICTU/IOS

Job Description

The successful applicant will be requested to perform the following main tasks and responsibilities:

• Responsibility for the overall execution of IT service management (ITSM) practices; 
• Managing multi-sourced service support technicians to ensure effective service delivery; 
• Analysing existing ITSM processes, identifying risks and weak points and recommending improvements; 
• Overseeing the execution of the ICT support desk services and practices; 
• Setting up and reporting on service management key performance indicators;
• Ensuring that the service management processes are properly reflected in the ITSM solution; 
• Preparing communication for end users and other stakeholders if required; 
• Preparing required policies and standard operating procedures supporting service management processes; 
• Contributing to all ITIL practices; 
• Creating a positive customer experience; 
• Other specific duties as assigned by EUAA line management.

Minimum qualifications

• Completed Bachelor degree
• Effective written and spoken communication skills in English (B2 level according to Common European Framework of Reference for language skills), the working language of the EUAA.

General requirements

Essential:  

• At least 6 years of experience in managing and supporting ICT service desk activities, including the use of various service desk tools and software (i.e. Atlassian Servicedesk). 
• A minimum of 3 years of experience in implementing and managing incident, problem, configuration and change management processes to maintain the stability and performance of IT services. 
• At least 3 years of hands-on experience in managing end-user systems and devices, including the installation, configuration and maintenance of various products and applications to meet user requirements. 
• Demonstrated expertise with a minimum of 3 years of experience in Microsoft end-user application products and operating systems, ensuring proficiency in troubleshooting,configuration and support.
• Experience in sourcing and managing consultants, IT equipment and service contracts to ensure optimal IT service delivery and cost-efficiency. 
• Experience working in multicultural and multilingual environments, demonstrating effective communication and collaboration across diverse teams.
• Holding an ITIL Foundation certification or other equivalent certifications. 

Advantageous:

• Professional experience in a position related to the duties and/ or in a European Institution, Agency or Body. 
• Experience with IT budget management, capacity planning and forecasting future IT needs.
• Experience with project management in different IT domains (e.g. IT infrastructure, software development).
• Holding an ITIL certification for Practice Manager modules or above.

Other requirements:

• Motivation to work in a dynamic working environment.
• Excellent communication and interpersonal skills.
• Customer-oriented attitude.
• Attention to details, confidentiality, integrity and discretion.
• Capacity to manage and co-ordinate several processes simultaneously.
• Critical thinking and problem-solving skills.

By applying for this position, the candidate confirms that they have fulfilled any obligations imposed by the laws on military service, meet the character requirements for the duties involved, and are entitled to their full rights as citizens.

Non-resident rate: Non-Maltese employees who are moving to Malta for the purposes of employment will be subject to "Non-resident" tax rates for the first 183 days from arrival – these are higher than the standard rates. Once 183 days of residence are reached, income tax will be recalculated for the entire period of employment in the current year from arrival in Malta, and the tax will be adjusted to recover any overpaid tax. If the 183-day period extends into the following year, and 183 days of residence in Malta are not accumulated, the overpaid tax will need to be claimed back from the authorities with personal income tax return.

To estimate the effect of Resident and Non-resident rate on salary, please use the following link: 

https://www.konnekt.com/find-a-job-in-malta/salary-calculator