SKILL, KNOWLEDGE & EXPERIENCE

• The candidate must have a currently active NATO SECRET security clearance.
• 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 ,etc.).
• 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, etc.
• Experience in end user support in general.
• Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload.
• Experience in performing user administration in MS Active Directory and Exchange.

• 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 networks.
• 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.
• The position includes nights and week end shifts.
• Working underground and/or secured areas.
• Working hours based on a shift pattern might be required.
• Up to 4 TDYs in Belgium per year are foreseen for this post.