Business Unit / Function: Information Systems
Position: IT Support Specialist
Reporting to: Regional IT Manager
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
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