CSU BrusselsIT Service Desk Technician for NATO with security clearance

Requirements Description:

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):

oLaptops: VPN connectivity Microsoft products Business Applications

oMobile devices (smartphones & tables): work environment applications and configuration of devices through MDM

oUser Access Management

Lifecycle of Service Management tickets

oIncident Management

oService Request Management

oChange Management and Change Coordination

IT Asset Management

oKeep asset management systems up to date

Knowledge Management

oCreate maintain and utilise SOP processes and support

documentation

Able to work with limited supervision

Perform other duties as may be required

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 Office 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.

Both are required:

oA thorough knowledge of English both written and spoken

oA good working knowledge of French (spoken)

Competencies or Personal Attributes:

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 humor appropriately to bring warmth to relationships with others

Delivering Results and Meeting Customer Expectations - Skill Knowledge & Experience:

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