About this job

Sapienza Consulting is recruiting Analyst (Service Desk) to join NATO-NCIA, at Brunssum, The Netherlands

Responsibilities

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

• Provides support for incident resolution and requests reported to centralized service desk
• Utilizes 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 may be required

Profile

• Required Security Clearance: NATO Secret
• Vocational training at middle level or equivalent education or Diploma of secondary education
• Minimum 3 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
• Experience in performing user administration in MS Active Directory and Exchange
• Knowledge of Outlook configuration, administration, and troubleshooting in MS Exchange environment
• Desirable Experience and Education:
• Knowledge of Windows Server, Windows Operating Systems, MS Office, PC Hardware, Networking Hardware, Networking Protocols, Desktop Troubleshooting, Telephony, Network Security, SCCM software deployment, SCCM remote desktop management
• ITIL Service Operations
• Competency in call center 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
• Strong experience with automating IT tasks and processes and procedures
• Prior experience of working in an international environment comprising both military and civilian elements
• Knowledge of NATO responsibilities and organization, including ACO and ACT

Candidates must be eligible to work in the EU

For information on how we process the personal data in your application, please see the Sapienza Privacy Statement here.