AAS-C001847 - Technician (Service Desk) (NS), Mons - MON 29th Nov

Jobinhalt

DEADLINE: Monday 29th November 2021
Equivalent NATO Grade: B/45
Work Location: Mons, BE
Full time on-site: Yes
Required Start Date: 03-JAN-2022

Total Scope of the request (hours): 707

Specific Working Conditions: Working under secured areas

Required Security Clearance: NATO Secret
Requirement Title: Technician (Service Desk) Mons
Under direction of Section Head Centralized Service Desk, you will perform duties such as:
 Service Desk Management & Operations;
 Provides superior customer service and responsiveness that inspires confidence with the customer;
 Utilises and maintains standard operating procedures, processes and support documentation;
 Experiences in problem fault resolution;
 Establishes strong working relations with customers and team members;
 Provides advice and assistance to less experienced analysts;
 Validates and assures escalation processes are monitored for SLA compliance;
 Engages other Service Lines, branches, corporate groups and service desks to improve service quality and SLA delivery;
 Works (possibly) on shift or extended working hours;
 Deputize for higher grade staff, if required;

 Performs other duties as may be required.

Requirements:

• Required Security Clearance: current NATO Secret clearance (or national equivalent) already in place, and allowed to live and work in Belgium without restriction
• Higher vocational training in relevant discipline with 1 years post-related experience. Or secondary educational qualification with 3 years post-related experience.
• Minimum of 1 years relevant experience in Service Desk Operations within the last 3 years;
• Installation, maintenance and troubleshooting of MS Windows 7 and 10 , MS Office, Visio, MS Project and Internet Explorer are essential;
• Service operations, processes, service delivery, reporting, and continuous improvement;
• Experience in creating workflows, process flows and Knowledge Base documentations periodically.
• Experience in 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, Service Now etc;
• Outlook configuration, administration, and troubleshooting in MS Active Directory and Exchange
• 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;
• Competency in call centre tracking tools;
• Prior experience supporting customers in use of application software;
• Proficiency in using support software tools;
• Customer service orientation and/or prior customer service training.
• Experience with automating IT tasks and processes and procedures;
• ITIL Service Operations certificate;
• Knowledge of Windows Server, Windows Operating Systems, PC Hardware, Networking Hardware, Networking Protocols, Desktop Troubleshooting, Telephony, Network Security, SCCM software deployment, SCCM remote desktop management;
• Prior experience of working in international environment comprising both military and civilian elements;
• Knowledge of NATO responsibilities and organization, including ACO and ACT.

Benefits:
Required Security Clearance: NATO Secret

Job Type: Full-time