ELECTRICAL ENGINEER
Posted on :
25-02-2024
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1 Vacancy
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Job Description
Req ID : 2291159
Deputy Head Centralized Service Desk
- Working Location: Mons, Belgium
- Security Clearance: NATO Secret
- Language: High proficiency level in English language
EXPERIENCE AND EDUCATION:
Essential Qualifications/Experience:
Bachelors degree at a nationally recognized/certified University in a related discipline and 2 years post-related experience
Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidates particular abilities or experience that is/are of interest to NCI Agency, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post
Broad technical knowledge of CIS services, architecture and experience supporting customers utilizing it
Past experience managing a large Service Desk
Experience in managing business processes and workflows
Capability to manage virtual teams that deliver results across multi-site and international environments
ITIL intermediate Service Operations certified and experienced
Experience in support of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access, WLAN, and iPhones)
Awareness of Project Management techniques
ITIL Foundation certificate
DUTIES/ROLE:
Provide guidance and perform quality of service reviews for SD operations
Develop continual service improvement strategy
Supervise development of Service Desk Staff and standards for operations and static users
Manage performance improvement initiatives, to enhance service levels and customers experience; - Draft all customer communications and develops surveys
Review service operations analysis and produce reports for senior management
Participate in Agency CIS project reviews as they relate to customer service operations
Manage Customers expectations, develop metrics, perform assessment, and implement improvements
Provide real-time technical expertise to Ops Centres Duty Control Officers (DCOs), analysts and technicians to maintaining NATO services
Supervise proper technical execution of Ops Centre procedures and their adequacy in reacting to events and detecting Problems in a timely manner
Supervise CSD staffs technical actions and performance in fixing or escalating Incidents in a timely manner
Provide technical guidance to develop operating procedures to be followed by CSD technical staff covering, for example, monitoring and anomaly detection on level 1 services
Develop and deliver formal technical training on helpdesk tasks for level 1 support services, including NATO HQ and NCIA organisation, to CSD technical staff; would also provide informal and ad hoc training at the appropriate level as required
Provide specialist engineering input to root cause analyses and Agencys lesson learned process
Provide technical expertise for conducting trend analysis and assessing performance of the NATO services focused on customers and users satisfaction
Coordinate with proper entities for the collection of network configuration, and proper implementation of approved services
Identify Problems that need to be escalated to other NCI Agency departments for action requiring specialized expertise, coordination with external agencies/contractors or medium/long term control continuity
Extensive knowledge and expertise in 1st call resolution and troubleshooting of static and operational users dispersed in a wide Area of Responsibility
Attend committees, internal and external meetings, conferences and working groups as directed
Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidates particular abilities or experience that is/are of interest to NCI Agency, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post
Broad technical knowledge of CIS services, architecture and experience supporting customers utilizing it
Past experience managing a large Service Desk
Experience in managing business processes and workflows
Capability to manage virtual teams that deliver results across multi-site and international environments
ITIL intermediate Service Operations certified and experienced
Experience in support of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access, WLAN, and iPhones)
Awareness of Project Management techniques
ITIL Foundation certificate
DUTIES/ROLE:
Provide guidance and perform quality of service reviews for SD operations
Develop continual service improvement strategy
Supervise development of Service Desk Staff and standards for operations and static users
Manage performance improvement initiatives, to enhance service levels and customers experience; - Draft all customer communications and develops surveys
Review service operations analysis and produce reports for senior management
Participate in Agency CIS project reviews as they relate to customer service operations
Manage Customers expectations, develop metrics, perform assessment, and implement improvements
Provide real-time technical expertise to Ops Centres Duty Control Officers (DCOs), analysts and technicians to maintaining NATO services
Supervise proper technical execution of Ops Centre procedures and their adequacy in reacting to events and detecting Problems in a timely manner
Supervise CSD staffs technical actions and performance in fixing or escalating Incidents in a timely manner
Provide technical guidance to develop operating procedures to be followed by CSD technical staff covering, for example, monitoring and anomaly detection on level 1 services
Develop and deliver formal technical training on helpdesk tasks for level 1 support services, including NATO HQ and NCIA organisation, to CSD technical staff; would also provide informal and ad hoc training at the appropriate level as required
Provide specialist engineering input to root cause analyses and Agencys lesson learned process
Provide technical expertise for conducting trend analysis and assessing performance of the NATO services focused on customers and users satisfaction
Coordinate with proper entities for the collection of network configuration, and proper implementation of approved services
Identify Problems that need to be escalated to other NCI Agency departments for action requiring specialized expertise, coordination with external agencies/contractors or medium/long term control continuity
Extensive knowledge and expertise in 1st call resolution and troubleshooting of static and operational users dispersed in a wide Area of Responsibility
Attend committees, internal and external meetings, conferences and working groups as directed
Employment Type
Full Time
Company Industry
Department / Functional Area
Key Skills
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