Deadline Date: Wednesday 30 October 2024
Requirement: Technician (Service Desk)
Location: Brussels, BE
Full Time On-Site: Yes
Time On-Site: 100%
Total Scope of the request (hours): 300
Required Start Date: 16 December 2024
End Contract Date: 31 December 2024
Required Security Clearance: NATO SECRET
Duties and Role:
Provide 1st level ICT support to users via available communication channels: telephone, Service Management systems, email or walk-in KIOSK
First Contact Resolution (1st line resolution)
Troubleshoot and resolve software and hardware issues in a broad range of IT products and services including (but not limited to):
- Laptops: VPN connectivity, Microsoft products, Business Applications
- Mobile devices (phones & tables): MDM platforms, work environment applications, enrolment and configuration of devices
- User Access Management
- Staging laptops and enrolment for new users / replacement
- Management of Service Management tickets
- Incident Management
- Service Request Management
- Coordinates and conducts work to meet quality targets
- Able to work with limited supervision
- Perform other duties as may be required
Competencies or Personal Attributes:
- Relating and Networking - Easily establishes good relationships with users and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others
- Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals
- Adapting and Responding to Change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences
- Communication Skills – Good diplomacy and tact
Requirements
Skill, Knowledge & Experience:
- The candidate must have a currently active NATO SECRET security clearance
- Relevant Service Desk 1st level support experience is a must
- Higher vocational training in a relevant discipline with 2 years post-related experience or a secondary educational qualification with 4 years post-related experience
- Extensive knowledge of Microsoft desktop applications and OS
- Extensive knowledge of Service Desk ticketing tools (BMC Remedy)
- Extensive knowledge of VPN software and VPN troubleshooting
- Minimal Mobile Device Management (MDM) knowledge required
Language Skills – NATO HQ official languages are English and French.
- Required is: A thorough knowledge of English. Most of the NCI Agency work is conducted in English
- Knowledge of French is considered an asset
