Job Description
This requirement is working for an intergovernmental military alliance and although the UK office is based in London, this particular role would see you working predominantly in Mons, Belgium, supporting their European systems.
Description
Tasks and responsibilities:
Under the direction of more Senior Staff, the incumbent will perform duties such as the following:
- Service Desk Management & Operations;
- Provides superior customer service and responsiveness that inspires confidence with the customer;
- Utilises and maintains standard operating procedures, processes and support documentation;
- Experiences in problem fault resolution;
- Utilises and maintains standard operating procedures, processes and support documentation;
- Establishes strong working relations with customers and team members;
- Advices and assists to less experienced analysts;
- Validates and assures escalation processes are monitored for SLA compliance;
- Engages other Service Lines, branches, corporate groups and service desks to improve service quality and SLA delivery;
- Works (possibly) on shift or extended working hours;
- Performs other duties as may be required.
- Vocational training at a higher level in a relevant discipline, leading to be a professional qualification, or equivalent. Good general secondary education as a minimum;
- Minimum of 5 years of experience in Service Desk Operations within the last ten years;
- Extensive knowledge of and experience in the installation, maintenance and troubleshooting of MS Windows 7, MS Office, Visio, MS Project and Internet Explorer;
- Experience in the installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access and WLAN);
- Extensive 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;
- Extensive experience in performing user administration in MS Active Directory and Exchange;
- Experience of Outlook configuration and administration and troubleshooting in an MS exchange environment;
- Knowledge of Windows Server, Windows Operating Systems, PC Hardware, Networking Hardware, Networking Protocols, Desktop Troubleshooting, Telephony, Network Security, SCCM software deployment, SCCM remote desktop management;
- 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
- Desirable Experience and Education:
- Strong experience with automating IT tasks and processes and procedures;
- Management of a team from 2 to 5 technicians;
- ITIL Service Operations certificate
- Prior experience of working in an international environment comprising both military and civilian elements.
Must be UK based but willing to work in Belgium.
Must be Security Cleared!
GSA Techsource Ltd operates as an Employment Agency when recruiting for permanent vacancies, and an Employment Business when recruiting for contract vacancies. All contract rates quoted are to Ltd companies.
