Key Duties & Responsibilities
- Provide 1st line ICT support via phone, email, ITSM tools, and walk-in IT Kiosk
- Deliver First Contact Resolution for incidents and service requests
- Troubleshoot hardware and software issues (laptops, VPN, Microsoft apps, business applications)
- Support mobile devices (MDM platforms, enrolment, configuration, troubleshooting)
- Manage user access and account-related issues
- Handle full lifecycle of ITSM tickets (Incident, Service Request, Change Management)
- Maintain IT asset records and ensure accuracy of asset management systems
- Create, update, and use SOPs, knowledge base articles, and documentation
- Contribute to Continuous Service Improvement initiatives
- Work independently with limited supervision and support additional tasks as required
Education Requirements
- Higher vocational training in a relevant field with 2 years of experience
OR
- Secondary education with 4 years of relevant experience
Experience Requirements
- Proven experience in Service Desk / 1st line IT support
- Strong experience with Microsoft desktop environments and operating systems
- Hands-on experience with ITSM tools (preferably BMC Remedy)
- Experience troubleshooting VPN connectivity issues
- Basic knowledge of Mobile Device Management (MDM)
- Strong command of English (written and spoken)
Desirable Certifications
- ITIL certification (or familiarity with ITIL processes)
- Microsoft or Service Desk-related certifications
Work Conditions
- Location: Brussels, Belgium
- Full-time, primarily on-site role
- Limited remote work possible (up to 1 day per week)
- Standard office environment (non-smoking)
- No travel required
Security Clearance (Mandatory)
- Must hold an active NATO SECRET security clearance at the start of the assignment
- Candidates without an active NATO clearance cannot be considered
Key Competencies
- Strong customer focus and ability to deliver high-quality support
- Excellent interpersonal and communication skills (diplomacy and tact)
- Ability to build relationships across all levels of users and staff
- Structured and methodical approach to problem-solving
- Adaptability to changing environments and new technologies
- Ability to manage workload effectively and work under minimal supervision