Hybrid IT Service Desk Support en Spektrum

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting 

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role Background

Within the Agency CIS Support Unit (CSU) Brussels provides consistent, reliable and cost-effective ICT service delivery to all NATO customers located in the NATO compound in Brussels, including understanding and managing the interface with the Secretary General and Deputy Director General International Military Staff (DG IMS), through his/her delegated representatives ICTM/EXCO IMS, who act in the role of Intelligent Customer.

The primary responsibility of Service Centre is to provide L1 ICT support to all NATO HQ users, consisting of both civilians and military staff, national representations and internal NATO organisations and agencies. The Service Desk (a team within the Service Centre) is the single point of contact for all IT related issues at NATO HQ in Brussels, Belgium.

Role Duties and Responsibilities

In the context of Incident Management and Request Fulfilment, they will assist the Service Desk team providing L1 ICT support to users via the available communications channels:

• User support via telephone
• User support via IT Service Management (Ticketing) systems
• User support via walk-in IT Kiosk
• User support via e-mail
• Any other user interaction

They will also provide an active contribution to other Service Desk functions such as:

• Knowledge Management
• IT Asset Management
• Continual Service Improvement

Under the direction and guidance of the Head, Service Centre, the services provided will be supporting the following activities:

• Handling of incoming calls via the IT Service Desk telephone support line and follow-up actions;
• Handling of incoming tickets in the IT Service Desk queues in ticketing systems;
• Handling of incoming users at the walk-in IT Service Desk Kiosk;
• Handling of incoming e-mails towards the IT Service Desk mailboxes;
• Managing and keeping asset management records and systems up to date throughout their lifecycle;
• Creating, updating and managing information records and keeping Information Knowledge systems up to date;
• Providing input and contribution towards the Continual Service Improvement process

Essential Skills and Experience

• Relevant IT Service Desk experience in enterprise environments;
• Knowledge of and experience in the installation, maintenance and troubleshooting of Windows OS, MS Office and common desktop applications;
• Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN);
• Experience in performing user administration in MS Active Directory and Exchange;
• Experience of Outlook configuration and troubleshooting in an MS exchange environment;
• Relevant previous experience of using IT Service Management systems (ex: BMC Remedy);
• Relevant previous experience of working under ITIL framework;

Desirable Skills and Experience

• A good working level of French (spoken);
• ITIL v4 certification;
• Service Desk Analyst certification;
• Relevant previous experience with Mobile Device Management (MDM) solutions;

Language Proficiency

• Business English

Working Location

• Brussels, Belgium

Working Policy

• On-Site

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance