Essential Qualifications/Experience:
· Higher Secondary education or completed higher vocational training in a related field leading to a formal technical or professional certification with 3 years related experience
· 1+ year of recent experience, related to IT Service Desk functions
· Prior experience of working in an international environment comprising both military and civilian elements
· Knowledge of service operations, processes, service delivery, reporting, and continuous improvement;
· Extensive experience in end user support in general
· Experienced in usage of ITSM tools such as BMC Remedy, Jira, Service Now, etc.
· Knowledge of, and experience in, installation, maintenance and troubleshooting of MS Windows 10, MS Office, Visio, Microsoft Edge
· Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN)
· Experience of Outlook configuration, administration, and troubleshooting in MS Active Directory and Exchange
· Good knowledge of network technologies including VPN, Wi Fi networks and mobile data communications
· Knowledge to create workflows, process flows and Knowledge Base documentations periodically. Establish regular checks and ensure to update them before expiration
· 1+ year experience in Service Desk Operations within the last three years
· Experience in end user support in general
· Experience in performing user administration in MS Active Directory and Exchange
· Knowledge of Outlook configuration, administration, and troubleshooting in an MS exchange environment

Desirable Qualifications/Experience:
· Knowledge of Windows Server, Windows Operating Systems, MS Office, PC Hardware, Networking Hardware, Networking Protocols, Desktop Troubleshooting, Telephony, Network
· Security, SCCM software deployment, SCCM remote desktop management
· ITIL Foundation
· Competency in call centre tracking tools
· Prior experience supporting customers in use of application software
· Proficiency in using support software tools
· Customer service orientation and/or prior customer service training
· Strong experience with automating IT tasks and processes and procedures
· Knowledge of the NCIA
· General knowledge of NATO responsibilities and organization

DUTIES/ROLE:
· 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
· Advise ITCS management on corrective action or procurement action required to correct detected weaknesses in system functionality
· 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
· Support in planning and conducting exercises
· Perform level 1 service support either remotely or on site.
· Performs other duties as may be required.