Senior Service Desk Analyst - Belgium

Senior Service Desk Analyst
Shape - Mons, Belgium
Contract Length: 3 months +

Key Skills: Service Desk, Analyst, Support, Windows, NATO, NACMA, NCIA, NC3A, NCSA, NAMSA,

Duties:
- Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
- Uses the appropriate SMF categories for logging incidents and requests.
- Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
- Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
- Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases.
- Grows general knowledge of current NATO, Agency, and locally developed AFPL products, increasing ability to resolve requests on first contact.
- Provisions, maintains, and removes security privileges for users of NATO systems.
- Participates in development/review of division security processes/procedures under supervision of Service Desk Management.
- Works within the Service Desk and provides necessary tier 1/tier 2 support.
- Works with members of the desktop/network teams and other workgroups within IT&S on projects and initiatives as needed.
- Provides after hours and on-call support as needed.
- Adheres to and supports NCI Agency IT and Security standards, policies, and procedures.
- Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
- Automate software application deployments
- Analyze and troubleshoot Windows installers
- Patch desktops in an enterprise architecture
- Manage mobile devices using Blackberry and MobileIron (Mobile Device Management tool)
- Support Workstation encryption products and enhance the Workstation infrastructure to meet the emerging technology and business requirements
- Determine opportunities to improve support:
- Adheres to Code of Conduct and Mission and Value statements.
- Performs other duties as assigned

Essential Professional Experience:
- 2-3 years of Service Desk/Desktop support experience on Windows 8.1, Windows 7/Vista/operating systems
- Ability to work on-call/after hours on a rotating basis

Candidates with a current security clearance are strongly encouraged to apply

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards)