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