Would you like to join the leading international intergovernmental organization?

The IT Service Desk Technician (REACH) will provide first-line technical support to users at the NATO Communications and Information Agency (NCI Agency) in Brussels. The role focuses on rapid resolution of IT incidents and service requests, management of hardware and software assets, user access, and lifecycle device management. The incumbent will ensure high-quality service delivery, maintain accurate ticketing records, and support a diverse user community in a multinational, high-security environment.

Responsibilities:

• 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 (phones & tables): MDM platforms, work environment applications, enrolment and configuration of devices User Access Management

• Staging laptops and enrolment for new users / lifecycle replacement

• Management of Service Management tickets

Incident Management

Service Request Management

• Coordinates and conducts work to meet quality targets

• Able to work with limited supervision

• Perform other duties as may be required

Essential Qualifications & Experience:

• 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. Required is:

A thorough knowledge of English. Most of the NCI Agency work is conducted in English

Knowledge of French is considered an asset 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

If you've read the description and feel this role is a great match, we'd love to hear from you! Click "Apply for this job" to be directed to a brief questionnaire. It should only take a few moments to complete, and we'll be in touch promptly if your experience aligns with our needs.