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Principal Technician (Service Desk)


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#1 afotakel


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Posted 20 November 2017 - 07:02 PM


Principal Technician (Service Desk)-170627
Primary Location  Belgium-Mons
NATO Body  NATO Communications and Information Agency (NCI Agency)
Schedule  Full-time
Salary (Pay Basis)  : 4,213.35Euro (EUR) Monthly
Grade B.5
NCI Agency is currently looking for a Principal Technician (Service Desk) for its Centralized Service Desk in Mons. If you have experience in initial assessment, triage, research, resolution of incidents and support requests regarding to the access and use of application software products and/or infrastructure components, and service minded attitude with a strong interest in working directly with users, this position is ideal for you!

Role responsibilities:
As part of the NCI Agency’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. 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 under the direction of the CSD Branch Head, you will perform duties such as: 
  • Service Desk Management & Operations;
  • Provide superior customer service and responsiveness that inspires confidence with the customer;
  • Apply advanced problem solving skills and experiences in problem fault resolution;
  • Utilize and maintain standard operating procedures, processes and support documentation;
  • Establish strong working relations with customers and team members;
  • Advice, assist and manage team of 15 to 30 technicians;
  • Validate and assure escalation processes are monitored for SLA compliance;
  • Engage other Service Lines, Branches, Corporate Groups and Service Desks to improve service quality and SLA delivery;
  • Ensure that incident management process is working within the CSD, the Ops Centre and between the Ops Centre and other support units;
  • Administrative tasks such as: performance management, time accounting system, shift planning;
  • Deputize for higher grade staff;
  • Performs other duties as required.
Please note: The position might include occasional shift work.
Person specification 

Qualifications required: 

We are looking for a candidate with a good Higher Secondary education and completed advanced higher level vocational training in related field leading to a professional qualification or professional accreditation.

Experience required: 

In addition to the 8 years of experience which includes 5 years’ 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;
  • 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:
  • Experience 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 training;
  • Strong experience with automating IT tasks and processes and procedures;
  • Management of a team from 2 to 5 technicians. 


Competencies required:
We are looking for a person who demonstrates the following behavioural competencies:
  • 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.
  • Planning and Organising - Sets clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organises resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.
  • Relating and Networking - Easily establishes good relationships with customers 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.
  • Adhering to Principles and Values - Upholds ethics and values; demonstrates integrity; promotes and defends equal opportunities, builds diverse teams; encourages organisational and individual responsibility towards the community and the environment.
  • Leading and Supervising - Provides others with a clear direction; motivates and empowers others; recruits staff of a high calibre; provides staff with development opportunities and coaching; sets appropriate standards of behaviour.
You may be required to undertake duty travel to operational theatres inside and outside NATO boundaries.
Language skills: 

Most of the work of the NCI Agency is conducted in the English language, and therefore a thorough knowledge of English, both written and spoken, is essential and some knowledge of French is desirable.
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 major locations (The Hague, Brussels and Mons). 
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   
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.


Also tagged with one or more of these keywords: NCIA

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