C002420 Analyst Service Desk (NS) - THU 18 Jan
EMW, Inc., Netherlands

Deadline Date: Thursday 18 January 2024

Requirement: Analyst Service Desk

Location: Brunssum, NL

Full time on-site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 1200

Required Start Date: 19 February 2024

End Contract Date: 31 December 2024

Required Security Clearance: NATO SECRET

Duties and 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
• 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.

Specific Working Conditions: The position includes nights and weekend shifts

Requirements

Skill, Knowledge amp; Experience:

• The candidate must have a currently active NATO SECRET security clearance
• Minimum 1 year experience in Service Desk Operations within the last 2 years.
• Knowledge of and experience in NATO environment.
• 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 end user support in general.
• Customer focus and service orientation as well as highly effective interpersonal skills in dealing with demanding customers under high workload.
• Experience in performing user administration in MS Active Directory and Exchange

Job Rewards and Benefits