#NC25ICT180921 - Technician (Centralized Service Desk) - Closed
Deadline: July 22, 2025
Requester: NATO
Location: Brunssum, Netherlands
Start date: September, 2025
Security clearance: NATO SECRET
SCOPE OF WORK / DUTIES / ROLES
- Perform end-user support by providing timely and accurate IT Service Desk services such as incident management;
- Problem escalation, remote assistance training and end-user guidance on NU;
- NR and NS network Proactively monitor the IT Service Desk incident management system, act on incidents and alert relevant second-line support in case of performance degradation or downtime;
- Gather comprehensive information about IT Service Desk trouble tickets enabling escalation to correct second-line support area and to facilitate a short time-to-fix period;
- Ensure timely provisioning and maintenance of client software ranging from standard office automation software to specialized business applications including custom NATO software applications;
- Perform On-Call level 1 service support either remotely or on site;
- Performs other duties as may be required;
- The position includes nights and week end shifts.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
- Minimum 1 year experience in Service Desk Operations within the last 2 years;
- Knowledge of and experience in NATO environment;
- Experience in, installation, maintenance and troubleshooting of MS Windows 10 , MS Office, Visio, MS Project and web browsers (MS Edge, Firefox , … );
- Knowledge of Outlook configuration and administration and troubleshooting in an MS exchange environment;
- Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN);
- Usage of ITSM tools such as BMC Remedy, JIRA;
- Experience in end user support in general;
- Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload;
- Experience in performing user administration in MS Active Directory and Exchange.
This position is now closed.
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