Service Desk Technician
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 the ESOC Planning & Innovation Section Head, the incumbent will perform duties such as the following:
- Provide support to explore sourcing opportunities, fostering a culture to forward-thinking approaches.
- Assist in implementing agile work practices, collaborating with internal and external stakeholders.
- Ensure alignment with established governance and strategies regarding innovation and sourcing within ESOC.
- Contribute with inventive strategies to business units; assist in developing business cases, budget estimations, and process flows, linking strategic execution with innovative ideas.
- Provide support in driving service enhancements by utilizing key performance indicators and critical success factors in service delivery.
- Participate in monitoring progress in processes and technology, aiding teams in integrating new methods smoothly.
- Assist in maintaining the CI Register and contribute to board meetings tracking the progression of identified improvements.
- Contribute to maintaining documentation of risks, threats, vulnerabilities, and mitigation actions.
- Support risk management activities within specific functions, technical areas, or projects.
- Assist in identifying, assessing, and coordinating mitigation strategies for risks, involving specialists and domain experts as necessary.
- Participate in requirement gathering, scoping, and planning phases of projects, collaborating with stakeholders to define project development models.
- Aid in preparing and maintaining acceptance criteria for projects transitioning to Service Operations.
- Support monitoring project transition and coordinate corrective actions when necessary to ensure appropriate stakeholder engagement.
- Provide backup support for highergrade staff, if required.
- Perform other duties as may be required.
Essential Skills and Experience
- Practical experience in the implementation of ITIL Service
- Operations processes, preferably in an Operations Centre environment.
- Experience working in a large corporate environment with matrixed structures.
- Familiarity with analyzing and reviewing business processes, project management, and preparing business documentation.
- Exposure to assessing feasibility of business process changes and recommending new approaches, with the ability to manage execution of business process improvements.
- Good knowledge and experience of Telecommunications/Network/Information Technology solutions and products.
Education
- Higher vocational training in a relevant discipline with 2 years postrelated experience. Or a secondary educational qualification with 4 years postrelated experience.
Desirable Experience and Education
- PRINCE2 Foundation or Agile PM or equivalent
- ITIL V3 or
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