C004145 Technician
il y a 1 semaine
Bruxelles, Région de Bruxelles, Belgique
Park Lane Recruitment
Temps plein
Deadline Date: Monday 31 March 2025Requirement Title: CSU Brussels Technician (Service Desk)
Location: Brussel, BELGIUM
Full-time on-site: Yes
Not to Exceed: 51 Euro
Total Scope of the request (hours): 836
Required Start Date: 12-MAY-2025
Required Security Clearance: NATO Secret
Specific Working Conditions: n/a
Duties and Role:
- Provide 1st level ICT support to users via available communication channels: telephone, IT Service Management systems, email or walk-in IT 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
- Lifecycle of Service Management tickets
- Incident Management
- Service Request Management
- Change Management and Change Coordination
- IT Asset Management
- Keep asset management systems up to date
- Knowledge Management
- Create, maintain and utilise SOP, processes and support documentation
- Continuous Service Improvement
- Provide input and contribute to CSI initiatives
- Able to work with limited supervision
- Perform other duties as may be required
- 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
- 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. Both are required:
- A thorough knowledge of English, both written and spoken
- A good working knowledge of French (spoken)
