IT Service Desk Support

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 ID – 2026-0024

Role Background

This effort will take place within the NATO Communications and Information Agency (NCI Agency), an organization of the North Atlantic Treaty Organization (NATO).

Supporting NATO throughout all its geographical locations, the NCI Agency is looking for IT Service Desk services, joining the journey of NATO’s modernisation of IT services, through leveraging the public cloud (Microsoft Azure, M365 and Amazon AWS), delivering managed, protected, security-centric and reliable IT Services.

Role Duties and Responsibilities

• Perform end-user support by providing timely and accurate IT Service Desk services such as incident management. Problem escalation, remote assistance training and end-user guidance on NU, NR and NS network


• Proactively monitor the IT Service Desk incident management system, act on incidents and alert relevant second-line support in case of performance degradation or downtime


• Gather comprehensive information about IT Service Desk trouble tickets enabling escalation to correct second-line support area and to facilitate a short time-to-fix period


• Ensure timely provisioning and maintenance of client software ranging from standard office automation software to specialized business applications including custom NATO software applications


• Perform On-Call level 1 service support either remotely or on site. Performs other duties as may be required.

Essential Skills, Experience and Certifications

• Minimum 1 year experience in Service Desk Operations within the last 2 years.


• Experience in, installation, maintenance and troubleshooting of MS Windows 10, MS Office, Visio, MS Project and web browsers (MS Edge, Firefox ,…) .


• Knowledge of Outlook configuration and administration and troubleshooting in an MS exchange environment. Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN).


• Usage of ITSM tools such as BMC Remedy/JIRA.


• Experience in performing user administration in MS Active Directory and Exchange


• Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues.


• Ability to guide users through problem-solving steps effectively.


• Excellent verbal and written communication skills.


• Ability to communicate technical information to non-technical users in a clear and concise manner.


• Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload.


• Strong customer service focus with a commitment to user satisfaction.


• Patience and empathy when dealing with user issues and concerns.


• Knowledge of and experience in NATO environment.


• Ability to manage multiple support tickets and prioritize tasks effectively.


• Attention to detail in documenting support activities and maintaining accurate records.


• Ability to work effectively as part of a team and share knowledge and resources.


• Willingness to collaborate with colleagues to solve complex issues.


• The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure.


• The candidate must have the nationality of one of the NATO nations.


• The candidate must possess a NATO Secret Security Clearance or national equivalent that can be transferred to a NATO Secret Security Clearance.

Language

• Full proficiency in English.

Working Location

• Mons, Belgium

Working Policy

• Onsite

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance