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