Analyst Service Desk

Analyst Service Desk

• Working Location: Brunssum, Netherlands
  
• Security Clearance: NATO Secret
  
• Language: High proficiency level in English language
  

EXPERIENCE AND EDUCATION:

Essential Qualifications/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)

Installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN)

End user support in general

Performing user administration in MS Active Directory and Exchange

• Knowledge of Outlook configuration and administration and troubleshooting in an MS exchange environment
  
• Usage of ITSM tools such as BMC Remedy, JIRA
  

• 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
  
• The position includes nights and weekend shifts