Deputy Head Centralized Service Desk
il y a 1 semaine
We are always looking to add great new talent to our team and look forward to hearing from you.
Who we are supporting
The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners.
The NCIA provides a wide range of services, including:
- Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
- Command and
Control Systems:
The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
- Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
- Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.
The program
Assistance and Advisory Service (AAS)
The NATO Communications and Information Agency (NCI Agency) is NATO's principal C3 capability deliverer and CIS service provider.
It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.
In order to provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance engaged workforce.
NATO International Civilians (NIC)s, Military (Mil) and Interim Workforce Consultants (IWC)s.
The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.
Role Duties and Responsibilities
Under the direction of CSD Section Head, perform duties such as the following:
- Provide guidance and perform quality of service reviews for SD operations;
- Develop continual service improvement strategy;
- Supervise development of Service Desk Staff and standards for operations and static users;
- Manage performance improvement initiatives, to enhance service levels and customers' experience;
- Draft all customer communications and develops surveys;
- Review service operations analysis and produce reports for senior management;
- Participate in Agency CIS project reviews as they relate to customer service operations;
- Manage Customers expectations, develop metrics, perform assessment, and implement improvements;
- Provide realtime technical expertise to Ops Centre's Duty Control Officers (DCOs), nalysts and technicians to maintaining NATO services;
- Supervise proper technical execution of Ops Centre procedures and their adequacy in reacting to events and detecting Problems in a timely manner;
- Supervise CSD staff's technical actions and performance in fixing or escalating Incidents in a timely manner;
- Provide technical guidance to develop operating procedures to be followed by CSD technical staff covering, for example, monitoring and anomaly detection on level 1 services;
- Develop and deliver formal technical training on helpdesk tasks for level 1 support services, including NATO HQ and NCIA organisation, to CSD technical staff; would also provide informal and ad hoc training at the appropriate level as required;
- Provide specialist engineering input to root cause analyses and Agency's lesson learned process;
- Provide technical expertise for conducting trend analysis and assessing performance of the NATO services focused on customers and users satisfaction;
- Coordinate with proper entities for the collection of network configuration, and proper implementation of approved services;
- Identify Problems that need to be escalated to other NCI Agency departments for action requiring specialized expertise, coordination with external agencies/contractors or medium/long term control continuity;
- Extensive knowledge and expertise in 1st call resolution and troubleshooting of static and operational users dispersed in a wide Area of Responsibility;
- Attend committees, internal and external meetings, conferences and working groups as directed;
- Deputize for higher grade staff, if required;
- Performs other duties as may be required.
Essential Skills and Experience
- Broad technical knowledge of CIS services, architecture and experience supporting customers utilizing it;
- Past experience managing a large Service Desk;
- Experience in managing business processes and workflows.
- Ability to handle multiple incidents simul
-
Deputy Head Centralized Service Desk
il y a 1 semaine
Mons, Wallonie, Belgique Enterpryze Consulting Ltd. Temps plein**Deputy Head Centralized Service Desk- Working Location:Mons, Belgium**- Security Clearance: NATO Secret**- Language:High proficiency level in English language**EXPERIENCE AND EDUCATION: **Essential Qualifications/Experience: - Bachelor's degree at a nationally recognized/certified University in a related discipline and 2 years post-related experience...
-
Deputy Head Centralized Service Desk
il y a 1 semaine
Mons, Wallonie, Belgique Vector Synergy Temps pleinLocation:Mons, BelgiumSecurity Clearance:NATO SecretReference No:C002697 / MonsSkills, knowledge, experience required: Bachelor's degree at a nationally recognized/certified University in a related discipline and 2 years postrelated experience;OR Broad technical knowledge of CIS services, architecture and experience supporting customers utilizing it; Past...
-
Technician Service Desk
il y a 1 semaine
Mons, Wallonie, Belgique Enterpryze Consulting Ltd. Temps plein**Technician Service Desk- 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,...
-
Technician Service Desk
il y a 1 semaine
Mons, Wallonie, Belgique Spektrum Group Temps pleinSpektrum have a wide range of exciting opportunities in several global locations.We are always looking to add great new talent to our team and look forward to hearing from you.Who we are supportingThe NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to...
-
Service Desk Supervisor
il y a 1 semaine
Mons, Wallonie, Belgique General Dynamics Information Technology Temps pleinClearance Level SecretCategory Help DeskLocation Mons, BelgiumTravel Required:None:Requisition Type:Pipeline:Please take this opportunity to join one of GDIT's fastest long-standing growing programs US Battlefield Information Collection and Exploitation System eXtended (US BICES-X) is a cutting-edge program supporting DoD intelligence information sharing on...
-
Service Desk Technician
il y a 1 semaine
Mons, Wallonie, Belgique Spektrum Temps pleinSpektrum have a wide range of exciting opportunities in several global locations.We are always looking to add great new talent to our team and look forward to hearing from you.Who we are supportingThe NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to...
-
Collaborateur - Service Desk (H/F)
il y a 1 semaine
Mons, Wallonie, Belgique Administration & IT Temps plein**Société**:Plus grand groupe hospitalier de Wallonie, **HELORA**, par la diversité des métiers qu'il réunit, comprend près de 7.000 collaborateurs.Multi-sites, **HELORA** **couvre 4 bassins de soins situés dans le Hainaut et le Brabant Wallon.L'approche universitaire, les projets d'infrastructures, les investissements médicaux ambitieux et le...
-
Collaborateur - Service Desk (H/F)
il y a 1 semaine
Mons, Wallonie, Belgique Administration & IT Temps plein**Société**:Plus grand groupe hospitalier de Wallonie, **HELORA**, par la diversité des métiers qu'il réunit, comprend près de 7.000 collaborateurs.Multi-sites, **HELORA** **couvre 4 bassins de soins situés dans le Hainaut et le Brabant Wallon.L'approche universitaire, les projets d'infrastructures, les investissements médicaux ambitieux et le...
-
C002686 Voice L2 Technician
il y a 1 semaine
Mons, Wallonie, Belgique Vector Synergy Temps pleinVoice L2 TechnicianLocation:Mons, BelgiumSecurity Clearance:NATO SecretReference No:C002686 / MonsSkills, knowledge, experience required: Proven working experience of/with voice protocols: H.323, SIP, SIPoTLS, ISDN (E1/T1), MGCP, RTP; Proven operational and configuration experience with Cisco CUCM, Unity, Cisco CUBE; Experience with virtual environments...
-
Head Change and Configuration Authority Section
il y a 1 semaine
Mons, Wallonie, Belgique NATO - OTAN Temps pleinNATO offers you more than a job.It gives you a mission:building peace and security for one billion people in Europe and North America. The NATO Communications & Information Agency is leading NATO's Digital Transformation. Based in Mons, Belgium the Head, Change & Configuration Authority (CCA) will lead the governance of Change, Configuration, and Release &...
-
Voice L2 Technician
il y a 1 semaine
Mons, Wallonie, Belgique Spektrum Group Temps pleinSpektrum have a wide range of exciting opportunities in several global locations.We are always looking to add great new talent to our team and look forward to hearing from you.Spektrum have a wide range of exciting opportunities in several global locations.We are always looking to add great new talent to our team and look forward to hearing from you.Duties &...
-
Network Senior Technician
il y a 1 semaine
Mons, Wallonie, Belgique Systems Planning and Analysis, Inc. Temps pleinOverview:Systems Planning and Analysis, Inc. (SPA) delivers high-impact, technical solutions to complex national security issues. With over 50 years of business expertise and consistent growth, we are known for continuous innovation for our government customers, in both the US and abroad. Our exceptionally talented team is highly collaborative in spirit and...
-
Voice L2 Technician
il y a 1 semaine
Mons, Wallonie, Belgique Spektrum Group Temps pleinSpektrum have a wide range of exciting opportunities in several global locations.We are always looking to add great new talent to our team and look forward to hearing from you.Spektrum have a wide range of exciting opportunities in several global locations.We are always looking to add great new talent to our team and look forward to hearing from you.Duties...
-
Voice L2 Technician
il y a 1 semaine
Mons, Wallonie, Belgique Spektrum Group Temps pleinSpektrum have a wide range of exciting opportunities in several global locations.We are always looking to add great new talent to our team and look forward to hearing from you.Spektrum have a wide range of exciting opportunities in several global locations.We are always looking to add great new talent to our team and look forward to hearing from you.Duties &...
-
Head of Engineering
il y a 1 semaine
Mons, Wallonie, Belgique Siemens Energy Temps pleinExperienced Professional**LA OSS SNAKKE OM DEG****Din profil**- Du innehar høyere teknisk utdannelse innenfor relevant fagområde- Du har erfaring med personalledelse, fortrinnsvis fra en engineeringvirksomhet- Du er initiativrik, resultatorientert, har gode kommunikasjonsferdigheter på norsk og engelsk, samt evne til å motivere, inspirere og...
-
Senior Technician Csd Level B4 Reissue
il y a 1 semaine
Mons, Wallonie, Belgique Vector Synergy Temps pleinSenior Technician CSDLocation:Mons, BelgiumSecurity Clearance:NATO SecretReference No:C001091 / MonsSkills, knowledge, experience required: At least 1 year of recent experience, related to IT Service Desk functions; Detailed knowledge and working experience of MS Windows Operating Systems (MS Windows); Detailed knowledge and working experience of the MS...
-
Senior Technician Csd Level B4
il y a 1 semaine
Mons, Wallonie, Belgique Vector Synergy Temps pleinLocation:Mons, BelgiumSecurity Clearance:NATO SecretReference No:C001598 / MonsSkills, knowledge, experience required: At least 1 year of recent experience, related to IT Service Desk functions; Prior experience of working in an international environment comprising both military and civilian elements; Knowledge of service operations, processes, service...
-
Deputy Service Delivery Manager Penetration Testing
il y a 1 semaine
Mons, Wallonie, Belgique Vector Synergy Temps pleinLocation:Security Clearance:Reference No.Mons, BelgiumNATO SecretC002842 / MonsSkills, knowledge, experience required: A Bachelor's Degree in Computer Science combined with a minimum of 2 years' experience in Cyber Security related post as a Security Engineer or similar position; OR a Secondary education and completed advanced vocational education (leading...
-
C003630 Senior Technician
il y a 1 semaine
Mons, Wallonie, Belgique EMW, Inc. Temps pleinDeadline Date: Friday 21 June 2024Requirement: Senior TechnicianLocation: Mons, BEFull Time On-Site: YesTime On-Site: 100%Total Scope of the request (hours): 750Required Start Date: 29 July 2024End Contract Date: 31 December 2024 Required Security Clearance: NATO SECRETDuties and Role: Under the direction of ESOC Ops Coord Section Head, the incumbent will...
-
Senior Technician Csd Level B4
il y a 1 semaine
Mons, Wallonie, Belgique Enterpryze Consulting Ltd. Temps plein**Senior Technician CSD level B4- Working Location:Mons, Belgium**- Security Clearance: NATO Secret**- Language:High proficiency level in English language**EXPERIENCE AND EDUCATION: **Essential Qualifications/Experience: - 1+ year of recent experience, related to IT Service Desk functions Prior experience of working in an international environment...
