[5759] IT Service Desk Support

Start date: March 2026 (Flexible)
Clearance: NATO Secret or equivalent
Location: Mons, Belgium

Skills:

• Minimum 1 year experience in Service Desk Operations within the last 2 years
Experience in, installation, maintenance and troubleshooting of MS Windows 10, MS Office, Visio, MS Project and web browsers (MS Edge, Firefox ,…)
• Knowledge of Outlook configuration and administration and troubleshooting in an MS exchange environment. Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN)
• Usage of ITSM tools such as BMC Remedy/JIRA
• Experience in performing user administration in MS Active Directory and Exchange
• Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues
• Ability to guide users through problem-solving steps effectively
• Excellent verbal and written communication skills
• Full proficiency in English
• Ability to communicate technical information to non-technical users in a clear and concise manner
• Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload
• Strong customer service focus with a commitment to user satisfaction
• Patience and empathy when dealing with user issues and concerns
• Knowledge of and experience in NATO environment
• Ability to manage multiple support tickets and prioritize tasks effectively
• Attention to detail in documenting support activities and maintaining accurate records
• Ability to work effectively as part of a team and share knowledge and resources
• Willingness to collaborate with colleagues to solve complex issues
• The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure


Activities:

Under the direction/guidance of the Centralized Service Desk Section head, the IT Service Desk Technician will
execute the following services:
• Perform end-user support by providing timely and accurate IT Service Desk services such as incident
management. Problem escalation, remote assistance training and end-user guidance on NU, NR and NS
network
• Proactively monitor the IT Service Desk incident management system, act on incidents and alert relevant
second-line support in case of performance degradation or downtime
• Gather comprehensive information about IT Service Desk trouble tickets enabling escalation to correct
• second-line support area and to facilitate a short time-to-fix period
• Ensure timely provisioning and maintenance of client software ranging from standard office automation
• software to specialized business applications including custom NATO software applications
• Perform On-Call level 1 service support either remotely or on site.