IT Service Desk Support for NATO with security clearance

Would you like to join the leading international intergovernmental organization

Supporting NATO throughout all its geographical locations the NCI Agency is looking for IT Service Desk services joining the journey of NATOs modernisation of IT services through leveraging the public cloud (Microsoft Azure M365 and Amazon AWS) delivering managed protected security-centric and reliable IT Services.

The NCI Agency is embracing cloud services by transitioning to Microsoft 365 with a security-centric design. This shift aims to enhance operational efficiency collaboration and security across the organization. We are looking for individuals with strong knowledge a willingness to learn and a desire to grow as part of this new challenge.

Responsibilities:

• 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. Performs other duties as may be required.

Essential Qualifications & Experience:

• Minimum 1 year experience in Service Desk Operations within the last 2 years.

• Experience in installation maintenance and troubleshooting of MS Windows 10 MS Office Visio MS Project and web browsers (MS Edge Firefox ) .

• Knowledge of Outlook configuration and administration and troubleshooting in an MS exchange environment. Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access Notebooks Remote Access and WLAN).

• Usage of ITSM tools such as BMC Remedy/JIRA.

• Experience in performing user administration in MS Active Directory and Exchange

• Strong troubleshooting skills to diagnose and resolve hardware software and network issues.

• Ability to communicate technical information to non-technical users in a clear and concise manner.

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

• Knowledge of and experience in NATO environment.

If youve read the description and feel this role is a great match wed love to hear from you! Click Apply for this job to be directed to a brief questionnaire. It should only take a few moments to complete and well be in touch promptly if your experience aligns with our needs.