IT Service Desk Technician

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, 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:

ü  A thorough knowledge of English, both written and spoken

ü  A good working knowledge of French (spoken)

DUTIES/ROLE:

·       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):

ü  Laptops: VPN connectivity, Microsoft products, Business Applications

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

ü  User Access Management

·       Lifecycle of Service Management tickets

ü  Incident Management

ü  Service Request Management

ü  Change Management and Change Coordination

·       IT Asset Management

ü  Keep asset management systems up to date

·       Knowledge Management

ü  Create, maintain and utilise SOP, processes and support documentation

·       Able to work with limited supervision

·       Perform other duties as may be required