About this job

Sapienza Consulting is recruiting a Technician (Service Desk) B3 to join NATO-NCIA, at Mons, Belgium

Responsibilities

With guidance from the Section Head Centralized Service Desk, incumbent will perform duties such as following:

• Service Desk Management & Operations
• Provides support for incident resolution and requests reported to centralized service desk
• Utilises and maintains standard operating procedures, processes and support documentation
• Establishes strong working relations with customers and team members
• Validates and assures escalation processes are monitored for SLA compliance
• Work on shift
• Deputize for higher-grade staff
• Performs other duties as required

Profile

• Required Security Clearance: NATO Secret
• Higher Secondary education or completed higher vocational training in a related field leading to a formal technical or professional certification with 3 years related experience
• Minimum 1 year experience in Service Desk Operations within last three years
• Knowledge of and experience in installation, maintenance and troubleshooting of MS Windows 7, MS Office, Visio, MS Project and Internet Explorer
• Experience in installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN)
• 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
• Knowledge of Outlook configuration, administration, and troubleshooting in an MS Exchange environment
• Desirable Experience and Education:
• Prior experience of working in international environment comprising both military and civilian elements
• Knowledge of NATO responsibilities and organization, including ACO and ACT
• Knowledge of Windows Server, Windows Operating Systems, MS Office, PC Hardware, Networking Hardware, Networking
• Skill, Knowledge & Experience: Protocols, Desktop Troubleshooting, Telephony, Network
• Security, SCCM software deployment, SCCM remote desktop management
• ITIL Service Operations
• 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

Candidates must be eligible to work in the EU

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– Strong experience with automating IT tasks and processes and procedures