Deadline Date: Wednesday 24 June 2026
Requirement: IT Service Desk Technician
Location: Brussels, BE
Full Time On-Site: Yes
Time On-Site: 100%
Total Scope of the request (hours): 266
Required Start Date: 3 August 2026
End Contract Date: 31 December 2026
Required Security Clearance: NATO SECRET
Duties & Role:
1. First Contact Resolution (1st line resolution)
2. 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
3. Lifecycle of Service Management tickets: Incident Management; Service Request Management; Change Management and Change Coordination
4. IT Asset Management: Keep asset management systems up to date
5. Knowledge Management: Create, maintain and utilise SOP, processes and support documentation
6. Able to work with limited supervision
7. Perform other duties as may be required
Requirements
Skill, Knowledge & Experience:
8. The candidate must have a currently active NATO SECRET security clearance
9. Relevant Service Desk 1st level support experience is a must
10. Higher vocational training in a relevant discipline with 2 years post-related experience or a secondary educational qualification with 4 years post-related experience
11. Extensive knowledge of Microsoft desktop applications, Office and OS
12. Extensive knowledge of Service Desk ticketing tools (BMC Remedy)
13. Extensive knowledge of VPN software and VPN troubleshooting
14. Minimal Mobile Device Management (MDM) knowledge required
15. Language Skills – NATO HQ official languages are English and French. Both are required:
16. A thorough knowledge of English, both written and spoken
17. A good working knowledge of French (spoken)
Competencies or Personal Attributes:
18. 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
19. 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
20. 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
21. Communication Skills – Good diplomacy and tact