Trainee - Security and Workplace Systems Unit (I1)

The Security and Workplace Systems Unit is responsible for the design and delivery of administration and governance tools, including those related to finance, human resources, enterprise content management, access management, and other information management systems. This Unit provides the ICT helpdesk, workplace equipment, IT security and IT business continuity services, and aim to improve the effectiveness and efficiency of Agency staff by delivering the most suitable digital solutions for their day-to-day work. The Unit is composed of three Programmes, with the Trainee joining the ICT Helpdesk Programme. ICT Helpdesk provides support and expert advice to internal and external customers on an array of back office and bespoke applications, managing hardware stock, providing a centralised incident management helpdesk for IT Services; the Programme manages contracts and contractors delivering many of the services, provides service management for Identity Access management (IAM) and reporting on incident management.

Assignment

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. This role requires a daily (Monday to Friday) onsite presence at the ECHA Office. 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, maintenance of office automation environments: installation of workstations, printers, mobile phones and other peripherals, two-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 2027 (FileShare migration, Printing Service update, ..)

• Supporting the administrative and logistics aspects of ICT related activities (receiving deliveries, moving of ICT assets, maintenance of the IT storage, archiving Data from CD to fileshare etc.);

• Assisting in the encoding of incoming incidents at ICT Helpdesk and assigning them to relevant support groups (internal & external) in collaboration with the other members of the team;

• Assisting to incident management according to the Ticketing system 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.

Profile

• Completed university studies at least to bachelor degree level in Information Technology, Computer Science, Process Engineering;

• Analytical capabilities, problem solving attitude and IT technical skills;

• Customer orientation;

• Experience in using Microsoft Office tools;

• Good communication and interpersonal skills;

• Aptitude for team work;

• Excellent command of written and spoken English;

• Experience in an international/multicultural environment is a plus.

Starting Date: 1 March 2027

Duration: 6 months

Deadline for applications: 2 November 2026 at noon 12:00 Helsinki time (11:00 a.m. CET)