Are you an Analyst (service Desk) with experience in installation, maintenance and troubleshooting of MS Windows, MS Office, Visio, MS Project and Internet Explorer? If yes, this position is ideal for you!
This is a position within the NATO Communications and Information Agency (NCIA), an organization of the North Atlantic Treaty Organization(NATO). The NCIA has been established with a view to meeting to the best advantage the collective requirements of some or all NATO nations in the fields of capability delivery and service provision related to Consultation, Command & Control as well as Communications, Information and Cyber Defence functions, thereby also facilitating the integration of Intelligence, Surveillance, Reconnaissance, Target Acquisition functions and their associated information exchange.
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.
Provides Support for incident resolution and requests reported to the centralized service desk.
Utilizes and maintains standard operating procedures, processes and support documentation
Establishes strong working relations with customers and team members
Validates and assures escalation processes are monitored for SLA compliance
Work on shift
Deputize for higher grade staff
Perform other duties as required
We are looking for candidates with vocational training at middle level or equivalent education or Diploma of secondary education.
In addition to 3 years recent experience in service desk operations, we also require the following:
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)
Experience in end user support in general
Experience in performing user administration in MS Active Directory and Exchange
Knowledge of Outlook configuration and administration and troubleshooting in an MS exchange environment
The following will be considered as an advantage
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
Prior experience of working in an international environment comprising both military and civilian elements
Knowledge of NATO responsibilities and organization, including ACO and ACT
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 organizational 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 pressurized 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
Business travel to NATO and national (NATO and non-NATO) facilities as well as frequent travel between the NCIA offices
May be required to undertake duty travel to operational theatres inside and outside NATO boundaries
A thorough knowledge of English, both written and spoken, is essential and some knowledge of French is desirable
NOTE: The day to day work of the NCI Agency is conducted in the English language
NCI Agency normally offers contracts of employment of a definite duration, not exceeding three years. Contracts may be for less than three years as required to support short-term projects, meet uncertainty with respect to the business outlook, staff performance and other factors.
Definite duration contracts may be extended for further periods. When extending contracts, the following is taken into consideration:
- Renewal is in the interest of the Agency.
- Staff member's desire to remain with the Agency.
- The financial situation provides sufficient funding for the post held.
- The skills, competencies and behaviours, potential and work experience of the staff, versus the requirements of the Agency's work and/or availability of funding.
- Staff member has served the Agency with performance to the required standard as defined by the Agency,
- Staff member's deployability to operational theatre.
Serving civilian members of NATO will be offered a contract in accordance with the NATO Civilian Personnel Regulations.
The first six months of definite duration contracts are a probationary period. During this period the staff member's work is assessed to ensure that he/she has the ability to carry out the duties of the post. At or before the end of the probationary period, the staff member will be notified in writing that the appointment is confirmed or terminated or, in exceptional cases, that the probationary period is extended.
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: 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 locations, 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.
We appreciate your patience.