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Senior Technician (Service Desk)

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Senior Technician (Service Desk)-180572
Primary Location Belgium-Mons
NATO Body NATO Communications and Information Agency (NCI Agency)
Schedule Full-time
Salary (Pay Basis) : 3,797.29Euro (EUR) Monthly
Grade B.4
3000 people are working 24/7 to protect 1.5 billion citizens. We serve 29 nations by defending its networks, and providing real life support to NATO operations and missions. We connect the Alliance. We are leading IT professionals. We are NCI Agency.
The NCI Agency is looking for a talented Senior Technician (Service Desk). In this role, you will provide superior customer service and responsiveness that inspires confidence with the customer. In addition, you will be responsible for problem fault resolution. If you possess relevant education, at least 5 years of relevant experience, and keep abreast of new technology, we would like to meet you!
Please note that due to the Agency’s transition into a new structure in the near future, this post may be subject to transfer to one of our other major locations (The Hague, Brussels and Mons).
Role responsibilities:
This is a position within the NATO Communications and Information Agency (NCIA), an organization of the North Atlantic Treaty Organization (NATO).
As part of the NCIA’s Operations (Ops) Centre, the Centralized Service Desk (CSD) is responsible for providing comprehensive Incident Management for Information Systems faults, as well as for completing Request Fulfilment tasks. The CSD is composed of three elements: front office, back office and management. The front office comprises Service Desk Technicians working in shifts and provides Level 1 support to users calling the CSD. The back office is composed of Senior and Principal Technicians and provides direction and advice to the front office staff and, as required, direct support to users. Senior and Principal Technicians might also work on shift if necessary. The management team oversees the CSD’s implementation of the ITIL Service Operations process, as well as completing other staff, supervision and organizational tasks.
In this position, you will:
  • Provide superior customer service and responsiveness that inspires confidence with the customer.
  • Apply advanced problem solving skills and experiences in problem fault resolution.
  • Utilises and maintains standard operating procedures, processes and support documentation.
  • Establish strong working relations with customers and team members.
  • Advices and assists to less experienced analysts.
  • Validate and assure escalation processes are monitored for SLA compliance.
  • Engage with other Service Lines, branches, corporate groups and service desks to improve service quality and SLA delivery.
  • Works (possibly) on shift or extended working hours.
  • Deputize for higher grade staff.
  • Performs other duties as may be required.
You may work on shift or extended working hours.
Person specification
Qualifications required:
We are looking for a candidate with a vocational training at a higher level in a relevant discipline, or equivalent, or Diploma of secondary education.
Experience required:
In addition to at least 5 years' of experience in Service Desk Operations within the last ten years, you will also have:
  • 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 the 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 an MS exchange environment.
The following will be considered as an advantage:
  • Prior experience of working in an international environment comprising both military and civilian elements
  • Knowledge of NATO responsibilities and organization, including ACO and ACT;
  • Knowledge of Windows Server, Windows Operating Systems, MS Office, PC Hardware, Networking Hardware, Networking Protocols, Desktop Troubleshooting, Telephony, Network Security, SCCM software deployment, SCCM remote desktop management;
  • ITIL Service Operations;
  • 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;
  • Strong experience with automating IT tasks and processes and procedures.
Competencies required:

Persuading and Influencing - Gains clear agreement and commitment from others by persuading, convincing and negotiating; makes effective use of political processes to influence and persuade others; promotes ideas on behalf of oneself or others; makes a strong personal impact on others; takes care to manage one’s impression on others.

Working with People - Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.

Applying Expertise and Technology - Applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organisational departments and functions.

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.

Coping with Pressures and Setbacks - Maintains a positive outlook at work; works productively in a pressurised environment; keeps emotions under control during difficult situations; handles criticism well and learns from it; balances the demands of a work life and a personal life.

You may be required to travel for business purposes to NATO, national (NATO and non-NATO) and some Operational facilities (Both Inside and Outside of NATO boundaries). As well as this frequent travel between the NCI Agency offices may also be required.
You will also be responsible to maintain professional contacts with co-workers, within organisation element and the Agency, as well as with staff in other NATO organisation and external bodies.
Language skills: A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable. NOTE: Most of the work of the NCI Agency is conducted in the English language.
What do we offer?
  • Excellent tax-free salary, including (where eligible) expatriation household and children's allowances and additional privileges for expatriate staff.
  • Education allowance for children (where appropriate) and an excellent private health insurance scheme;
  • Generous annual leave and home leave (if eligible).
  • Retirement Pension Plan

To learn more about NCI Agency and our work, please visit our website.


Please note that due to the Agency’s transition into a new structure in the near future, this post may be subject to transfer to one of our other major locations (The Hague, Brussels and Mons), as well as to a change of reporting lines. The final decision will be made at the time of a firm offer.

The Agency’s recruitment team advises you that due to the large volume of applications it receives the screening process may take up to 2 months after closing date. We appreciate your patience.


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