Technician (Service Desk)

EXPERIENCE AND EDUCATION:

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. Both are required:

ü A thorough knowledge of English, both written and spoken

ü A good working knowledge of French (spoken)

· Provide 1st level ICT support to users via available communication channels: telephone, IT Service Management systems, email or walk-in IT KIOSK

· 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 (phones & tables): MDM platforms, work environment applications, enrolment and configuration of devices

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

· Continuous Service Improvement

ü Provide input and contribute to CSI initiatives

· Able to work with limited supervision

· Perform other duties as may be required