C004252 -CSU BrusselsService Desk Technician

Key Duties & Responsibilities

• First Line Support (1st Contact Resolution):

  • Resolve software and hardware issues at first contact whenever possible.

• Technical Troubleshooting & Support:

  • Support for laptops: VPN, Microsoft products, business applications.

  • Support for mobile devices (smartphones/tablets): configuration via MDM, work environment apps.

  • User Access Management (e.g., account creation, permissions).

• IT Service Management:

  • Manage lifecycle of Service Management tickets:

    • Incident Management

    • Service Request Fulfillment

    • Change Management and Coordination

• IT Asset Management:

  • Maintain accurate asset tracking and updates in asset management systems.

• Knowledge Management:

  • Create, maintain, and follow Standard Operating Procedures (SOPs) and support documentation.

• General Responsibilities:

  • Work independently with minimal supervision.

  • Perform additional duties as required by the line manager.

Personal Competencies & Attributes

• Relating and Networking:

  • Builds strong relationships and effective networks; uses tact and humor appropriately.

• Customer Focused:

  • Prioritizes user satisfaction; maintains high standards for quality, productivity, and systematic work.

• Adaptability:

  • Handles change well; responds positively to new situations and ideas.

• Communication Skills:

  • Strong interpersonal communication; diplomatic and tactful in interactions.

Required Qualifications & Experience

• Education & Experience:

  • Higher vocational training in a relevant discipline with at least 2 years of relevant experience,
    OR secondary education with at least 4 years of relevant post-related experience.

• Essential Technical Skills:

  • Proven 1st level Service Desk support experience.

  • Extensive knowledge of Microsoft desktop applications and operating systems.

  • Extensive experience using Service Desk ticketing tools (especially BMC Remedy).

  • Strong understanding of VPN software and VPN troubleshooting.

  • Basic knowledge of Mobile Device Management (MDM).

Language Requirements

• English: Thorough written and spoken proficiency (essential)

• French: Good spoken proficiency (essential)
  (NATO HQ official languages are English and French – both are mandatory)