Duties & Roles

• 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):

o Laptops: VPN connectivity, Microsoft products, Business

Applications

o Mobile devices (smartphones & tables): work environment

applications and configuration of devices through MDM

o User Access Management

• Lifecycle of Service Management tickets

o Incident Management

o Service Request Management

o Change Management and Change Coordination

• IT Asset Management

o Keep asset management systems up to date

• Knowledge Management

o Create, maintain and utilise SOP, processes and support

documentation

• Able to work with limited supervision

• Perform other duties as may be required

Competencies or Personal Attributes:

• Relating and Networking – Easily establishes good relationships

with users and staff; relates well to people at all levels; builds wide

and effective networks of contacts; uses humour appropriately to

bring warmth to relationships with others

• Delivering Results and Meeting Customer Expectations –

Focuses on customer needs and satisfaction; sets high standards

for quality and quantity; monitors and maintains quality and

productivity; works in a systematic, methodical and orderly way;

consistently achieves project goals

• Adapting and Responding to Change – Adapts to changing

circumstances; tolerates ambiguity; accepts new ideas and change

initiatives; adapts interpersonal style to suit different people or

situations; shows an interest in new experiences

• Communication Skills – Good diplomacy and tact

Skill, Knowledge & 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

Skill, Knowledge & Experience:

• 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:

o A thorough knowledge of English, both written and spoken

o A good working knowledge of French (spoken) – essential