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Technician Service Desk
Il y a 3 mois
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Working Location:Mons, Belgium**-
Security Clearance: NATO Secret**-
Language:High proficiency level in English language
**EXPERIENCE AND EDUCATION:
**Essential Qualifications/Experience: - Minimum 1 year experience in Service Desk Operations within the last 2 years
- Knowledge of and experience in NATO environment
- Experience in, installation, maintenance and troubleshooting of MS Windows 10, MS Office, Visio, MS Project and web browsers (MS Edge, Firefox, )
- Knowledge of Outlook configuration and administration and troubleshooting in an MS exchange environment
- Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN)
- Usage of ITSM tools such as BMC Remedy, JIRA
- Experience in end user support in general
- Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload
- Experience in performing user administration in MS Active Directory and Exchange
DUTIES/ROLE:
- Perform enduser support by providing timely and accurate IT Service Desk services such as incident management
- Problem escalation, remote assistance training and enduser guidance on NU, NR and NS network
- Proactively monitor the IT Service Desk incident management system, act on incidents and alert relevant secondline support in case of performance degradation or downtime
- Gather comprehensive information about IT Service Desk trouble tickets enabling escalation to correct secondline support area and to facilitate a short timetofix period
- Perform On-Call level 1 service support either remotely or on site
- Performs other duties as may be required
- The position includes nights and weekend shifts
