CSU Brussel_Technician (Service Desk)See all recent Jobs

Duties

• Provide 1st level ICT support to users via available communication channels: telephone, IT Service Management systems, email, or walk-in IT KIOSK.
• 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 (phones & tablets): MDM platforms, work environment applications, enrollment and configuration of devices
  • 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 utilize SOPs, processes, and support documentation
• Continuous Service Improvement:
  • Provide input and contribute to CSI initiatives
• Able to work with limited supervision.
• Perform other duties as may be required.

Competencies or Personal Attributes

• Relating and Networking – Easily establishes good relationships with users and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humor appropriately to bring warmth to relationships with others.
• 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.
• 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.
• Communication Skills – Good diplomacy and tact.

Requirements

Experience (Required):

• Relevant Service Desk 1st level support experience is required.

Education (Required):

• Higher vocational training in a relevant discipline with 2 years of post-related experience.
• OR a secondary educational qualification with 4 years of post-related experience.

Technical Skills (Required):

• Extensive knowledge of Microsoft desktop applications 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.

Language Skills (Required):

• NATO HQ official languages are English and French. Both are required:
  • Thorough knowledge of English, both written and spoken
  • Good working knowledge of French (spoken)

Work Location: On-site, Brussels, Belgium

Security Clearance: NATO Security Clearance required

Benefits:

• Private insurance.
• Unlimited free access to wellness workplace support platform.
• A dynamic challenging environment resulting in continuous learning / education / progression.
• Ability to work with cutting edge technologies.
• Pleasant working environment.

UpcoMinds is a dynamic IT company with 28 years of experience that provides end-to-end web and mobile solutions helping businesses to reinvent themselves in the digital world. Our team’s skills and expertise will ensure the holistic digital transformation of any organization, which will considerably improve both business operations and customer’s experience.

Our goal is to always have our end products and services reflect our deep engineering skills and elegant progressive design aesthetic. We fundamentally believe deeply in developing long term strategic partnerships with our clients by exceeding expectations and maintaining a high level of transparency.

Find out more about us at www.upcominds.com

We commit to promote Inclusion & Diversity by creating a working environment where all employees are treated with dignity and respect and where individual differences are valued. We offer equal opportunity in all aspects of employment.

Our recruitment consultants will go through your Curriculum Vitae as soon as possible and get back to you to discuss the opportunity for which you apply. If you don’t hear from us in the coming ten (10) working days, you may consider that you have not been selected for the particular job. Your CV will be retained for two years in accordance with GDPR regulations.