[5749B] IT Service Desk Technician

Start date: Flexible
Clearance: NATO Secret or equivalent
Location: Brussels, Belgium

Requirements:
• Relevant Service Desk 1st level support experience is a must
• Extensive knowledge of Microsoft desktop applications, Office and OS
• Extensive knowledge of Service Desk ticketing tools (BMC Remedy)
• Extensive knowledge of VPN software and VPN troubleshooting
• Minimal Mobile Device Management (MDM) knowledge required
• A good working knowledge of French (spoken)

Duties & Role:
• First Contact Resolution (1st line resolution)
• Troubleshoot and resolve software and hardware issues in a broad range of IT products and services including (but not limited to): Laptops: VPN connectivity, Microsoft products, Business
• Applications; Mobile devices (smartphones & tables): work environment applications and configuration of devices through MDM; User Access Management
• Lifecycle of Service Management tickets: Incident Management; Service Request Management; Change Management and Change Coordination
• IT Asset Management: Keep asset management systems up to date
• Knowledge Management: Create, maintain and utilise SOP, processes and support documentation
• Able to work with limited supervision
• Perform other duties as may be required