Agent Support Ict Level 2
il y a 23 heures
**Statut** : Employé de l'État, Fonctionnaire
**Qui recrute ?**:
La Police grand-ducale est un service national de police générale chargé d’assurer la sécurité intérieure. Dans l’exercice de ses missions, la Police veille au respect et contribue à la protection des libertés et des droits individuels. La Police est proche de la population, à laquelle elle fournit conseil et assistance. Elle agit par des actions préventives, proactives, dissuasives et répressives.
**Missions**:
- Faire une analyse approfondie des problèmes ICT transmis par le Service Desk ou tout autre service de la Police au service Support ICT et y apporter une solution de 2e niveau d’intervention;
- Assurer le rôle d’intermédiaire entre les utilisateurs et les différents services pour les problèmes ICT;
- Assurer le suivi des tickets en cours;
- Analyser la nature des tickets et y reconnaître des tendances pouvant mener à des anomalies;
- Tenir à jour les différents guides d’utilisateur du service Support ICT;
- Superviser et - en cas de besoin - aider le Service Desk;
- Superviser et encadrer les membres stagiaires des services Support ICT et Service Desk;
- Assurer le service de permanence informatique au sein de la Police Grand-Ducale.
**Profil**:
**Compétences techniques**
- Disposer de connaissances informatiques approfondies (MS Office, réseaux, administration de systèmes, etc.);
- Avoir de bonnes connaissances génériques des différentes technologies de l’information;
- Savoir configurer et travailler avec un outil de ticketing;
- Avoir des capacités rédactionnelles;
- Avoir des capacités d’organisation.
**Compétences comportementales**
- Avoir le sens des responsabilités;
- Savoir travailler aussi bien en autonome qu’en équipe;
- Suivre les instructions et procédures;
- Analyser;
- Prendre des décisions;
- Agir de façon proactive;
- Savoir s’adapter rapidement aux évolutions informatiques et techniques;
- Être orienté client;
- Être discret;
- Être capable de communiquer en Luxembourgeois, Français, Allemand et Anglais.
**Atouts**
- Avoir travaillé dans un service similaire;
- Avoir travaillé avec l’outil de ticketing GLPI au niveau administrateur/programmeur;
- Connaissance des langages de programmation usuels.
**Conditions d’admission**:
**Le poste peut être brigué sous le statut du fonctionnaire ou de l’employé de l’État.**
**Diplômes**
Vous êtes titulaire d’un grade ou diplôme délivré par un établissement d’enseignement supérieur reconnu par l’Etat du siège de l’établissement et sanctionnant l’accomplissement avec succès d’un bachelor en informatique ou de son équivalent.
**Langues**
Vous répondez aux exigences des connaissances de 3 langues administratives pour le groupe A2.
**Nationalité**
Vous êtes ressortissant d’un État membre de l’Union européenne.
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