At least 1 year of recent experience, related to IT Service Desk functions;

Prior experience of working in an international environment comprising both military and civilian elements;

Knowledge of service operations, processes, service delivery, reporting, and continuous improvement;

Extensive experience in end user support in general;

Experienced in usage of ITSM tools such as BMC Remedy, Jira, Service Now, etc;

Knowledge of, and experience in, installation, maintenance and troubleshooting of MS Windows 10 , MS Office, Visio, Microsoft Edge;

Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN);

Experience of Outlook configuration, administration, and Skill, Knowledge & Experience: troubleshooting in MS Active Directory and Exchange;

Good knowledge of network technologies including VPN, WiFi networks and mobile data communications;

Knowledge to create workflows, process flows and Knowledge Base documentations periodically. Establish regular checks and ensure to update them before expiration;

Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload;

Good written and verbal communication skills with the ability to present complex issues in a clear manner to different levels of audience;

Higher Secondary education or completed higher vocational training in a related field leading to a formal technical or professional certification with 3 years related experience;

Minimum 1-year experience in Service Desk Operations within the last three years;

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;

Knowledge of Outlook configuration, administration, and troubleshooting in an MS exchange environment.Knowledge of Windows Server, Windows Operating Systems, MS Office, PC Hardware, Networking Hardware, Networking Protocols, Desktop Troubleshooting, Telephony, Network;

Security, SCCM software deployment, SCCM remote desktop management;

ITIL Foundation;

Competency in call centre tracking tools;

Prior experience supporting customers in use of application software;

Proficiency in using support software tools;

Customer service orientation and/or prior customer service training;

Strong experience with automating IT tasks and processes and procedures;

Knowledge of the NCIA;

General knowledge of NATO responsibilities and organization.