• Under the supervision of the BSU Chief, the incumbent’s primary role as a Service Desk Operator is to provide first contact support, log calls, mails and ensure incidents and/or service requests are resolved or escalated in accordance with established procedures via the ticketing system;
• Additionally, s/he is to provide support for technical troubleshooting and provide operational support in the area of secure Voice, Video, and Video Teleconferencing (VTC) over IP (V3oIP) related services and associated components;
• S/He is responsible for the day-to-day incident and operational monitoring activities associated with secure V3oIP services, secure communication and system management;
• The incumbent may be required to undertake operational deployments and/or travel duty assignments both within and beyond NATO's boundaries;
• The work is performed in a typical Secure Facility environment where slightly undesirable conditions may apply. The risk of injury is categorized as: Light Risk of Injury;
• The incumbent may be should maintain contacts with peer Service Desks from BICES NATO HQ Element and BICES Nations, as required;
• S/He interacts with counterparts locally, at ACO and SACT, NAMSA, NCIA and Component Command;
• Additionally, the incumbent may be required to liaise with commercial organizations for the purpose of service enhancement or maintenance;
• S/He provide guidance primarily to BICES NATO HQ Element users to BGX and the BICES Community personnel as needed.

The incumbent’s primary roles:

• Assist in the development, validation and usage of the Standard Operating Procedures (SOP) and troubleshooting guides for incidents and requests, ensuring accuracy and standardization of implemented procedures;
• Manage and follow the proper procedures to have manuals and documentation in the Knowledge Bank up to date and available for all Service Desk Operators in BGX, and in the Federated Service Desk in order to have the same working procedures;
• Assist in implementing and improving the functionality of the dashboards of the monitoring system;
• Provide BGX End User Support for IT equipment implementation in all the offices;
• Assist the Configuration Management process, by updating the Configurations Management Database (CMDB) and providing data to be tracked and included into the CMDB, and participate in all auditing, accounting and verification processes;
• Support the periodic testing of Disaster Recovery/Business Continuity Plans, and report findings with recommendations on improvements for further developments;
• Provide training on the following areas: Ticketing system training;
• Have a flexible approach to working hours, with some early starts and later finishes.