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:
* 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
Requirements
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