User Support Specialist (24/7) for ICT 24/7 Service Desk for ETIAS

Frontex – the European Border and Coast Guard Agency – is looking for 6 User Support Specialists to support the ICT 24/7 Service Desk for ETIAS under the DESOPS framework contract (FWC FRONTEX/2024/OP/0029).

The mission focuses on providing continuous 24/7/365 on-premises ICT support for ETIAS users, ensuring business continuity, incident resolution, service request fulfilment, and high-quality ICT service delivery.

The consultants will provide first-line technical assistance to internal and external users, mainly in relation to ETIAS, while working in predefined shifts. The shift model may be organised either in 3 shifts of 8 hours or 2 shifts of 12 hours, with an average balance of around 40 hours per week per person.

The role includes managing service requests and incidents through IT Service Management processes, ensuring SLA compliance, escalating issues to higher support lines when needed, and maintaining a professional, responsive, and customer-oriented service desk experience.

The consultants will work closely with the ICT Service Delivery Team, Digital Services Unit, second-line support teams, IT project teams, and Frontex internal and external users, using ServiceNow for ITSM activities, performance monitoring, and reporting.

External Service Provider’s Roles & Responsibilities in the Project

Roles:

• User Support Specialist (24/7)

• ICT Service Desk Consultant

• ETIAS Service Desk Support Specialist

• First Line Support Engineer

Responsibilities:

• Provided 24/7/365 on-premises ICT support to internal and external users, mainly for ETIAS-related services.

• Worked in rotating shift patterns to ensure continuous service desk coverage and operational continuity.

• Acted as first point of contact for ICT service-related incidents and service requests.

• Managed service requests through ITSM tools, ensuring timely assignment, handling, resolution, and SLA compliance.

• Managed incidents by analysing, troubleshooting, proposing workarounds, resolving issues, or escalating to higher support lines when required.

• Used ServiceNow for ticket management, incident tracking, request fulfilment, escalation, monitoring, and reporting.

• Delivered high-quality ICT support to end users via phone, email, self-service portal, and in-person communication channels.

• Supported end-user ICT working environments including workstations, laptops, mobile devices, video conferencing tools, printers, scanners, and related workplace equipment.

• Ensured proper case documentation, ticket updates, resolution notes, categorisation, and follow-up in accordance with ITIL-based service management practices.

• Escalated complex technical issues to domain-specific second-line or third-line support teams when necessary.

• Created technical guides for new service requests, recurring incidents, and complex support scenarios.

• Contributed to the development and maintenance of the knowledge base, user manuals, troubleshooting guides, and operational procedures.

• Supported request fulfilment and incident management processes in line with Frontex ICT standards and Service Desk procedures.

• Contributed to service improvement initiatives by identifying recurring issues, user pain points, and opportunities to improve support quality.

• Maintained a positive customer experience through professional, clear, and service-oriented communication with end users.

• Cooperated with ICT Service Delivery, Digital Services Unit, second-line support, IT project teams, and other Frontex-appointed consultants.

• Ensured adherence to Frontex policies, ICT baseline, security procedures, documentation standards, and operational work practices.

• Reported risks, service issues, delays, recurring incidents, and threats to operational continuity to the ICT Service Delivery Senior Coordinator.