C004252, Service Desk Technician

Duties

• 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

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 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

Requirements

• 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
• A good working knowledge of French (spoken) – essential