Requirements Description:

• 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):

o Laptops: VPN connectivity, Microsoft products, Business Applications

o Mobile devices (smartphones & tables): work environment applications and configuration of devices through MDM

o User Access Management

• Lifecycle of Service Management tickets

o Incident Management

o Service Request Management

o Change Management and Change Coordination

• IT Asset Management

o Keep asset management systems up to date

• Knowledge Management

o Create, maintain and utilise SOP, processes and support

documentation

• Able to work with limited supervision

• Perform other duties as may be required

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, Office 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:

o A thorough knowledge of English, both written and spoken

o A good working knowledge of French (spoken)

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 humor appropriately to bring warmth to relationships with others

• Delivering Results and Meeting Customer Expectations - Skill, Knowledge & Experience:

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