Technician (Service Desk) (Campaign 150211) (2 positions)

[afotakel]

Closing Date 17^th  June 2015

Technician (Service Desk)-150211

 

Primary LocationNetherlands-The Hague

 

Organizational ElementSERVICE OPERATIONS DIRECTORATE

ScheduleFull-time

 

Salary (Pay Basis): 3,214.35Euro (EUR) Monthly

Grade B.3

 

 

Description

:

NCI Agency is looking for a Technician (Service Desk) for its Centralized Service Desk in The Hague. If you have experience in initial assessment, triage, research, and resolution of incidents and support requests regarding the access and use of application software products and/or infrastructure components a service minded attitude with a strong interest in working directly with users, this position is ideal for you!

Role responsibilities:
 

As part of the OPS Centre, the "Centralized Service Desk" and “Alternate Centralized Service Desk" are responsible for providing comprehensive incident management for Information Systems faults, as well as Request Fulfilment tasks. The Service Desk Analyst provides support for incident resolution and requests reported to the centralized service desk (CSD).

The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service lines) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from the Ops Centre, service lines, CSUs, external partners, and within the centralized service desk.

 

In this position, you will perform duties such as:

• Provide superior customer service and responsiveness that inspires confidence with the customer;
• Apply advanced problem solving skills and experiences in problem fault resolution;
• Utilise and maintains standard operating procedures, processes and support documentation;
• Establish strong working relations with customers and team members;
• Validate and assures escalation processes are monitored for SLA compliance;
• Engage other Service Lines, branches, corporate groups and service desks to improve service quality and SLA delivery;
• Provide hands on support (touch labour) to help users with workstation problems when required;
• Perform other duties as may be required.

 

Person specification

Qualifications required:

We are looking for a candidate with a good Higher Secondary education.

Experience required:

In addition to 3 years recent experience in Service Desk Operations, you will also have:

 

• Extensive knowledge of and experience in the installation, maintenance and troubleshooting of MS Windows 7, MS Office 2007, Visio, MS Project and Internet Explorer
• Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access, WLAN and iPhone)
• 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
• 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.

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.

Travel:

 

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.

 

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.

 

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.