Secure IT Service Desk Specialist – On-Site

EMW; Brussel Hoofdstad; Hybride; EUR 42 000 - 56 000; Plein temps

Résumé du poste

EMW is seeking a Service Desk Operator to staff the BSU at NATO HQ Brussels. You will provide first contact support, log and escalate incidents, and support secure V3oIP services.

The role involves updating SOPs, maintaining knowledge bases, and assisting in CMDB updates while coordinating with BGX and NATO entities. Essential experience includes ITIL, Windows/Linux, SharePoint, and customer service in a security-conscious environment.

Qualifications

• At least 1 year of experience in a Service Desk environment.
• At least 1 year of ITIL experience.
• Experience with Outlook, Word, Excel, PowerPoint.
• Experience with handling classified materials.
• Experience troubleshooting IT equipment and IT issues under time pressure.
• Experience using Windows and Linux environments.
• Experience with SharePoint.
• Experience with Voice/Video over IP technologies and related protocols.
• Proven customer service experience.

Responsabilités

• Provide first contact support and log calls, mails, and requests.
• Log incidents and service requests and ensure escalation per procedures.
• Solve technical issues in V3oIP/secure voice and video services.
• Provide day-to-day monitoring and incident management.
• Guide BGX/NATO HQ users and liaise with partners as needed.
• Develop and maintain SOPs and troubleshooting guides.
• Keep manuals and Knowledge Bank up to date for all Service Desk Operators.
• Support CMDB updates and participate in audits and verifications.

Connaissances

Service Desk experience

ITIL

Office tools

Handling classified materials

Troubleshooting IT equipment

Time pressure troubleshooting

Windows/Linux

SharePoint

Voice/Video over IP

Customer service

Formation

Secondary education with Microsoft and Linux certificates

Description du poste

EMW is seeking a Service Desk Operator to staff the BSU at NATO HQ Brussels. You will provide first contact support, log and escalate incidents, and support secure V3oIP services.

The role involves updating SOPs, maintaining knowledge bases, and assisting in CMDB updates while coordinating with BGX and NATO entities. Essential experience includes ITIL, Windows/Linux, SharePoint, and customer service in a security-conscious environment.