[5411A] Service Desk & Helpdesk Support

Skills

Job Specifications

Start date: November 2025

Clearance: NATO Secret or equivalent

Location: Mons, Belgium

Requirements:

Intermediate understanding of end-user devices (desktops, laptops, tablets, smartphones) running Windows OS and Apple iPhones/iPads
Working knowledge of Oracle databases 11g and 12c
Familiarity with Microsoft services and tools, including Outlook, Teams, SharePoint Online, and OneDrive for Business
Working knowledge of Veeam backup and VMware
Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues
Recent experience in the analysis, design, modelling, and development of large-scale distributed software-intensive transaction processing system
Intensive and up to date knowledge of Data Base Management Systems (ORACLE), database programming techniques and data management concepts.
Advanced knowledge of bar code system programming.
Intermediate understanding and knowledge of JAVA

Duties:

Provide second level support for end-user queries
Troubleshoot and resolve software issues, ensuring minimal disruption to users
Troubleshoot and resolve software problems, ensuring efficient use and problem resolution
Log and track support incidents using the helpdesk ticketing system
Ensure all tickets are updated with accurate and detailed information and resolved within the agreed service levels
Escalate complex issues to Level 3 support or appropriate teams when necessary
Follow up on escalated issues to ensure timely resolution and user satisfaction
Contribute to the creation and maintenance of a knowledge base, documenting common issues and solutions.b) Share knowledge and best practices with team members to improve overall service quality
Provide users with guidance and training on best practices for using IEMS
Promote self-service tools and resources to empower users and reduce support requests
Installation and configuration of server operating systems
Configuration and administration of web and database servers
Service monitoring and reporting
Contributing to disaster recovery planning process
Maintaining system documentation

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