IT Service Support for the EU Agency AMLA in Frankfurt am Main - Interim/Zeitarbeit

• The Authority for Anti-Money Laundering and Countering the Financing of Terrorism (AMLA) is a decentralised EU agency that coordinates national authorities to ensure the correct and consistent application of EU rules. The aim of the EU Authority is to transform the anti-money laundering and countering the financing of terrorism (AML/CFT) supervision in the EU and enhance cooperation among financial intelligence units (FIUs).
• At the AMLA you can become part of an international and multicultural team presently in its set-up phase.

Main tasks:

Follow up on incidents, service requests and changes

• Support ticket monitoring and backlog follow-up
• Maintain an overview of open and pending incidents
• Track response and resolution times
• Prepare simple operational reports on service performance
• Identify recurring issues and frequent errors for review by the IT Service Manager
• Coordinate with IT support teams on operational follow-up actions
• Maintain user permissions for specific confidential SharePoint sites
• Process routine SharePoint access requests and permission updates
• Support basic SharePoint site administration tasks
• Maintain simple documentation related to SharePoint access and site administration

Additional operational support is required within IT Service Management to assist with day-to-day follow-up on tickets, incidents, changes and service reporting. This support will help reduce the administrative and coordination workload currently handled by the IT Service Manager and allow greater focus on strategic and tactical responsibilities. The role also supports the management of user permissions for confidential SharePoint sites.

• Secondary Education, * Between 5 years and 15 years of IT service support experience.
• Previous experience in data analysis, reporting, statistics, business intelligence, or a related field.
• Experience working with large datasets and reporting tools.

IT Skills:

• Good knowledge of Microsoft 365 applications (Outlook, Teams, Word, Excel, PowerPoint, SharePoint).
• Experience with ticketing/service management tools.
• Knowledge of Windows operating systems and standard office hardware.
• Ability to troubleshoot hardware, software, and connectivity issues.
• Familiarity with Active Directory, Entra ID, or similar user management systems.
• Knowledge of VPN, remote access, and collaboration tools.
• Understanding of IT security and data protection principles.

Language Skills:

English is the standard working language and therefore a C1 level is required, * IT service desk and user support.

• Incident and request management.
• Hardware and software troubleshooting.
• Microsoft 365 administration and support.
• User account and access management.
• IT asset management.
• IT documentation and reporting.
• Basic network and connectivity troubleshooting.

Interpersonal competencies

• Customer-service orientation.
• Strong problem-solving skills.
• Good communication and interpersonal skills.
• Ability to work under pressure and manage multiple requests.
• Attention to detail and accuracy.
• Proactive and solution-oriented approach.
• Teamwork and collaboration.

infeurope S.A. represents a consortium of infeurope Luxembourg and DEKRA Arbeit GmbH, Stuttgart.