- Service Desk
- Mobile Device Management
- Trouble ticket Support
Duties and Role: First Contact Resolution (1st line resolution)
- 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): Laptops: VPN connectivity, Microsoft products, Business
- Applications; Mobile devices (smartphones & tables): work environment applications and configuration of devices through MDM; User Access Management
- Lifecycle of Service Management tickets: Incident Management; Service Request Management; Change Management and Change Coordination
- IT Asset Management: Keep asset management systems up to date
- Knowledge Management: Create, maintain and utilise SOP, processes and support documentation
- Able to work with limited supervision
- Perform other duties as may be required
- 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 humour appropriately to bring warmth to relationships with others
- Delivering Results and Meeting Customer Expectations - 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
- The candidate must have a currently active NATO SECRET security clearance
- 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 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: A thorough knowledge of English, both written and spoken and a good working knowledge of French (spoken) – essential