Information Technology Assistant

About the role

The Digital User Support Sector (DUSS) of the European Public Prosecutor’s Office (EPPO) is seeking an Information Technology Assistant to deliver Level‑1 support for the Case Management Ecosystem (CMS). Working extended business hours (08:00‑19:00) in shifts, you will ensure that prosecutors, case workers and analysts can perform their daily case‑work without interruption.

Key responsibilities

• Provide first‑level technical support for the CMS ecosystem and its underlying infrastructure, logging and resolving end‑user incidents.
• Collaborate with second‑level support for escalations and ensure timely resolution.
• Draft and maintain technical documentation, standard operating procedures and end‑user manuals.
• Participate as a technical expert in CMS improvement projects and contribute to solution designs.
• Prepare and deliver hands‑on training for onboarding new staff.
• Operate EPPO IT services in line with agreed service levels, ITSM best practices, internal policies and procedures.
• Assist DUSS team members with daily support for all IT hardware, applications and services within the EPPO Digital Workspace.

Required profile

• Experience in providing first‑level technical support for enterprise applications.
• Familiarity with IT service management (ITSM) processes and shift‑based work schedules.
• Ability to create clear technical documentation and deliver user training.
• Strong communication skills to interact with users across all EPPO Member States.

Required skills

• ITSM (IT service management) methodology