C004651 IT Service Desk Technician (NS) - WED 13 May SOLE SOURCE

NOTE: This is a sole source replacement.

Deadline Date: Wednesday 13 May 2026

Requirement: IT Service Desk Technician

Location: Brussels, BE

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 418

Required Start Date: As Soon As Possible

End Contract Date: 31 December 2026

Required Security Clearance: NATO SECRET

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

Skill, Knowledge & Experience:

• The candidate must have a currently active NATO SECRET security clearance
• Relevant Service Desk 1st level support experience is a must
• Higher vocational training in a relevant discipline with 2 years post-related experience or a secondary educational qualification with 4 years post-related experience
• 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
• Language Skills – NATO HQ official languages are English and French. Both are required:
• A thorough knowledge of English, both written and spoken
• A good working knowledge of French (spoken)

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