CSU Brussels_IT Service Desk Technician

Duties

• 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): Laptops: VPN connectivity, Microsoft products, Business Applications; Mobile devices (smartphones & tables): work environment applications and configuration of devices through MDM; User Access Management.
• Lifecycle of Service Management tickets: Incident Management; Service Request Management; Change Management and Change Coordination.
• IT Asset Management: Keep asset management systems up to date.
• Knowledge Management: Create, maintain and utilise SOP, processes and support documentation.
• Able to work with limited supervision.
• Perform other duties as may be required.

Requirement

• 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): Laptops: VPN connectivity, Microsoft products, Business Applications; Mobile devices (smartphones & tables): work environment applications and configuration of devices through MDM; User Access Management.
• Lifecycle of Service Management tickets: Incident Management; Service Request Management; Change Management and Change Coordination.
• IT Asset Management: Keep asset management systems up to date.
• Knowledge Management: Create, maintain and utilise SOP, processes and support documentation.
• Able to work with limited supervision.
• 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: A thorough knowledge of English, both written and spoken.
• Language Skills – NATO HQ official languages are English and French, both are required: A good working knowledge of French (spoken).
• Required Security Clearance: NATO Secret.