C004145 Technician

Deadline Date:  Monday 31 March 2025

Requirement Title: CSU Brussels Technician (Service Desk)

Location:  Brussel, Belgium                                                 

Full time on-site:  Yes           

Total Scope of the request (hours): 836          

Required Start Date:  12-MAY-2025

End Contract Date: 31-DEC-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

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 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

Requirements

• 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)