CSU Brussels_IT Service Desk Technician for NATO withsecurity clearance
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• 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): o Laptops: VPN connectivity, Microsoft products, Business Applications o Mobile devices (smartphones & tables): work environment applications and configuration of devices through MDM o User Access Management
• Lifecycle of Service Management tickets o Incident Management o Service Request Management o Change Management and Change Coordination
• IT Asset Management o Keep asset management systems up to date
• Knowledge Management o Create, maintain and utilise SOP, processes and support documentation
• Able to work with limited supervision
• Perform other duties as may be required Requirements
• 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, Office 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. Both are required: o A thorough knowledge of English, both written and spoken o A good working knowledge of French (spoken) 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 humor appropriately to bring warmth to relationships with others
• Delivering Results and Meeting Customer Expectations
- Skill, Knowledge &
Experience:
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
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Brussels, Brussels, Belgique WLG Temps pleinA NATO organisation in Brussels runs the IT and communications services behind a headquarters that works around the clock. Everything that estate depends on — from a laptop on a desk to the equipment in the racks — has to be requisitioned, received, recorded, moved and eventually disposed of, correctly and traceably. That is the job. What you would be...
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Brussels, Brussels, Belgique WLG Temps pleinA NATO organisation in Brussels runs the IT and communications services behind a headquarters that works around the clock. Everything that estate depends on — from a laptop on a desk to the equipment in the racks — has to be requisitioned, received, recorded, moved and eventually disposed of, correctly and traceably. That is the job. What you would be...
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