Security-Cleared IT Service Desk Operator in Brussels

EMW, Inc.; Brussel; On-site; EUR 45,000 - 60,000; Full time

Job summary

EMW, Inc. seeks a Service Desk Operator to deliver first-line support, log calls and requests, and ensure incidents are resolved or escalated per procedures. The role covers secure Voice, Video, and VTC services and requires handling incidents in a duty cycle at NATO HQ Brussels.

You will monitor and support IT equipment, contribute to CMDB data accuracy, documentation, and SOP maintenance. Some travel may be required.

Qualifications

• At least 1 year in a Service Desk environment.
• At least 1 year using ITIL processes.
• Experience with Office tools (Outlook, Word, Excel, PowerPoint).
• Experience handling classified materials.
• Troubleshooting IT equipment.
• Troubleshooting under time constraints.
• Experience in Windows and Linux environments.
• Experience with SharePoint.
• Experience with Voice/Video over IP technologies.

Responsibilities

• Assist in developing SOPs and troubleshooting guides for incidents and requests.
• Keep Knowledge Bank up to date for Service Desk Operators.
• Help implement and improve dashboards for monitoring systems.
• Provide End User Support for IT equipment in offices.
• Support CMDB updates and contribute to audits and verification processes.
• Assist in Disaster Recovery/BCP testing and report improvements.
• Provide training on ticketing system usage.
• Maintain flexible working hours with occasional early starts and late finishes.

Skills

ITIL experience

Customer service

Time-pressure troubleshooting

Windows/Linux environments

SharePoint experience

Education

Secondary education with Microsoft and Linux certificates

Tools

Office tools (Outlook, Word, Excel, PowerPoint)

SharePoint

Job description

EMW, Inc. seeks a Service Desk Operator to deliver first-line support, log calls and requests, and ensure incidents are resolved or escalated per procedures. The role covers secure Voice, Video, and VTC services and requires handling incidents in a duty cycle at NATO HQ Brussels.

You will monitor and support IT equipment, contribute to CMDB data accuracy, documentation, and SOP maintenance. Some travel may be required.