#NC25ICT178350 - CSU Brussel_Technician (Service Desk) - Closed
Deadline: March 30, 2025
Requester: NATO
Location: Brussels, Belgium
Job type: Contractor
Start date: May, 2025
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
- 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.
REQUIRED SKILLS, KNOWLEDGE AND 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.
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.
Language Skills - NATO HQ official languages are English and French so it is required:
- A thorough knowledge of English, both written and spoke;
- A good working knowledge of French (spoken).
This position is now closed.
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