IT Support Specialist

Role Purpose Statement:            The job incumbent is responsible for first/second level IT technical support and the availability/security of local

                                                       systems. He is also the point of contact for the regional IT Team Lead/Manager for escalation points for the business-       

                                                       critical issues and priorities. Performs the job in the framework of the BV Quality Assurance System, the Code of Ethics                 

                                                       and the BV Group policies.

ACCOUNTABILITIES

PERFORMANCE INDICATORS

• Provide First & Second level support for all IT related topics / issues


• Escalation of priorities for business-critical reasons


• Scheduling of unusual tasks in relation with the district business cycle


• Provide local technical support


• Identify, analyse and fix PC or System issues


• IT procurement orders in line with the budget/forecast


• Ensure availability, accuracy and security of local systems


• Accurate documentation of local systems according to guidelines


• Ensure compliance with policies and procedures


• Provide IT Support when and where needed across the country/district/zone


• Use and maintain the Smax Service Desk toolset


• Participate in IT projects upon request of IT management


• Discrete and respectful use and attitude towards sensitive (personal) information, obtained on request or in the line of duty


• Ensure clear communication


• Manage/Upkeep inventory of the IT assets

• Installation on time, on functionality


• User satisfaction feedback


• Priority SLA reporting


• KPI’s including but not limited to, Number calls where business has changed priority, FS calls adherence to SLA, age of calls, time logging (Smax), infrastructure availability


• Quality of documentation


• Integrity / security of systems


• Developing and sharing of knowledge


• Quality of the IT rooms


• Projects (on time, on budget, on functionality)


• Deliver value to internal and external clients


• Targets set by IT Team Lead/Manager are completed on time.


• Ability to work under pressure and prioritise tasks

KNOWLEDGE, SKILLS & EXPERIENCE

KEY COMPETENCIES

• Technical and / or business qualification


• Minimum of 3 years IT technical experience, Win 10, Win 11. Active Directory, Azure, Intune, Autopilot. Basic networking skills.


• Fluent English language skills


• Able to work independently but meanwhile capable of sharing knowledge and practices with the larger IT team


• Ability to travel to all office sites within Belgium. Possible travel within Europe.

• Customer Service Orientation


• Flexibility


• Analytical Thinking


• Achievement Motivation


• Interpersonal Understanding


• Teamwork and Cooperation


• BV Core & Business Values