About this job

Sapienza Consulting is recruiting a Senior Technician (Service Desk)  to join NATO – NCIA, at Mons, Belgium

Responsibilities

• Service Desk Management & Operations
• Provides superior customer service and responsiveness that inspires confidence with customer
• Utilizes and maintains standard operating procedures, processes and support documentation
• Experiences in problem fault resolution
• Utilizes and maintains standard operating procedures, processes and support documentation
• Establishes strong working relations with customers and team members
• Advice and assists to less experienced analysts
• Validates and assures escalation processes are monitored for SLA compliance
• Engages other Service Lines, branches, corporate groups and service desks to improve service quality and SLA delivery
• Works (possibly) on shift or extended working hours
• Performs other duties as may be required

Profile

• Required Security Clearance: NATO Secret
• Vocational training at higher level in relevant discipline, leading to be professional qualification, or equivalent. Good general secondary education as a minimum
• Minimum of 5 years of experience in Service Desk Operations within last ten years
• Extensive knowledge of and experience in the installation, maintenance and troubleshooting of MS Windows 7, MS Office, Visio, MS Project and Internet Explorer
• Experience in installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN)
• Extensive experience in end user support in general
• Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload
• Extensive experience in performing user administration in MS Active Directory and Exchange
• Experience of Outlook configuration and administration and troubleshooting in MS exchange environment
• Knowledge of Windows Server, Windows Operating Systems,PC Hardware, Networking Hardware, Networking Protocols, Desktop Troubleshooting, Telephony, Network Security, SCCM software deployment, SCCM remote desktop management
• Competency in call centre tracking tools
• Prior experience supporting customers in use of application software
• Proficiency in using support software tools
• Customer service orientation and/or prior customer service training

Desirable Experience and Education

• Strong experience with automating IT tasks and processes and procedures
• Management of a team from 2 to 5 technicians
• ITIL Service Operations certificate
• Prior experience of working in an international environment comprising both military and civilian elements
• Knowledge of NATO responsibilities and organization, including ACO and ACT

Candidates must be eligible to work in the EU

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