#NC25SDS173751 - Urgent - CSU Brussels Technician (Service Desk) - Closed
Deadline: January 20, 2025
Requester: NATO
Location: Brussels, Belgium.
Job type: Contractor
Start date: March 30, 2025
Security clearance: NATO Secret
SCOPE OF WORK / DUTIES / ROLES
Provide 1st level ICT support to users via available communication
channels: telephone, Service Management systems, email or walkin 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.
- Staging laptops and enrolment for new users / replacement;
- Management of Service Management tickets:
- Incident Management;
- Service Request Management.
- Coordinates and conducts work to meet quality targets;
- Able to work with limited supervision;
- Perform other duties as may be required.
REQUIRED SKILLS, KNOWLEDGE AND EXPERIENCE
- 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.
- 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. Required is:
- A thorough knowledge of one of the two NATO HQ official languages, both written and spoken;
- A good working knowledge (spoken) of the other NATO official language.
This position is now closed.
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