Technician (Service Desk)
il y a 3 jours
EXPERIENCE AND EDUCATION:
Essential Qualifications/Experience:
· 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:
ü A thorough knowledge of English, both written and spoken
ü A good working knowledge of French (spoken)
· 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):
ü Laptops: VPN connectivity, Microsoft products, Business Applications
ü Mobile devices (phones & tables): MDM platforms, work environment applications, enrolment and configuration of devices
ü User Access Management
· Lifecycle of Service Management tickets
ü Incident Management
ü Service Request Management
ü Change Management and Change Coordination
· IT Asset Management
ü Keep asset management systems up to date
· Knowledge Management
ü Create, maintain and utilise SOP, processes and support documentation
· Continuous Service Improvement
ü Provide input and contribute to CSI initiatives
· Able to work with limited supervision
· Perform other duties as may be required
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il y a 3 jours
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il y a 1 semaine
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il y a 2 semaines
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il y a 3 semaines
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