Agent - Workplace Services

Application deadline: 22 December 2025

Headquartered in The Hague, the Netherlands, Europol offers a purpose driven career, as every role offers a profound sense of accomplishment, through making a positive contribution to society. Europol's mission is to support its Member States in preventing and combating all forms of serious international and organized crime, cybercrime and terrorism. We are committed to upholding the values of service, integrity, accountability, initiative, partnership, and diversity. As part of Europol, you will collaborate with diverse top-tier experts, forge international connections, be involved in the ongoing evolution of strategies, technologies, tools and methodologies that underpin European Security, and thrive in a supportive environment that nurtures both personal and professional growth.

Currently Europol is looking for Agent - Workplace Services. The successful candidate will be part of Workplace Services team and will provide user support for end user equipment, mobile devices and client application support.

She/he will be entrusted with the following functions and duties:

• Preparing, deploying, maintaining and troubleshooting end-user ICT equipment, not limited to desktops, laptops, phones;
• Providing ICT end-user support both onsite and remotely;
• Handling user incidents and ICT related requests;
• Mobile devices management, including provisioning, configuration removal, inventory management and user support.
• Supporting of mobility solutions for use onsite and outside of the Europol headquarters;
• Participation in On Call Shift system;
• Installing and configuring software and hardware remotely or through onsite visits, following IT policies;
• Creating and managing IT user accounts in accordance with policies and procedures;
• Assisting in the maintenance of the hardware and software IT inventory and of related documentation;

Key requirements and knowledge:

• A level of education as described in the vacancy notice published on Europol's website;
• Experience, preferably at least 3 years or more in an ICT client support environment;
• Experience with deploying and troubleshooting Microsoft Windows client OS including Windows 10 or higher;
• Experience with the handling of Incidents, Problems and Changes according to ITIL;
• Experience with IT Service Management tools, preferably ServiceNow;
• Experience with the creation and maintenance of an ICT support knowledge-base / repository;
• Experience with the maintenance of ICT hardware like workstations, laptops, printers, etc.;
• Excellent knowledge of Information Technology, particularly in the area of end user computing;
• Excellent knowledge of Microsoft Windows 10 and 11;
• Excellent knowledge of the Microsoft Office Suite, e-mail, and browser applications;
• Knowledge of networking essentials;
• Knowledge of ITIL and Agile frameworks.
• Knowledge of IT Service Management tools.

Indicative salary:

The basic monthly salary in Function Group FGIII in grade 8 (EUR 3374.39), grade 9 ( EUR 3817.90) or grade 10 ( EUR 4319.71).

The indicative salary for a staff member (single) in receipt of expatriation allowance (16%) is:

a) Staff member (single) in receipt of expatriation allowance (16%): FGIII: grade 8 EUR 3997.71 , grade 9 EUR 4171.14 , grade 10 EUR 4607.35 .

b) Staff member with two dependent children in their custody in receipt of expatriation allowance (16%): FGIII: grade 8 EUR 5506.28 , grade 9 EUR 5989.77 , grade 10 EUR 6536.84 .

Compensation and benefits:

• Healthy work-life balance and working environment: flexible working hours, structural teleworking opportunities (depending on the nature of your job), comprehensive annual leave, and maternity/parental leave In line with the EU civil service rules;
• Employees are protected against illness, accidents, and the risk of occupational disease by the Sickness Insurance Scheme (JSIS), which offers global insurance coverage;
• Staff pay EU tax at source, but salaries are exempt from national taxes;
• A competitive salary and benefits package (which can include expatriation, household, foreign residence and education allowances) in line with the EU civil service rules (Click here to explore our supplementary allowances);
• Europol fosters a continuous learning culture. We offer a comprehensive learning and development programme that is aligned with the overall business strategy and that values people's performance and development;
• Social benefits in the form of unemployment allowance under certain conditions, as well as pension rights for Temporary and Contract Agents after 10 years of service;
• Possibility to advance in grade/salary through annual appraisal exercise and opportunities for lateral development within the organisation;
• A workplace that values environmental sustainability, diversity, inclusion and equal opportunities;

Apply now and create a safer Europe with us!

Please refer to the job posting on our website here for details regarding the eligibility and selection criteria and duties. The only way to submit an application is via the Europol website. Click here to visit Europol website and learn more about the Agency and its mission.