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
1. Provide First & Second level support for all IT related topics / issues
2. Escalation of priorities for business-critical reasons
3. Scheduling of unusual tasks in relation with the district business cycle
4. Provide local technical support
5. Identify, analyse and fix PC or System issues
6. IT procurement orders in line with the budget/forecast
7. Ensure availability, accuracy and security of local systems
8. Accurate documentation of local systems according to guidelines
9. Ensure compliance with policies and procedures
10. Provide IT Support when and where needed across the country/district/zone
11. Use and maintain the Smax Service Desk toolset
12. Participate in IT projects upon request of IT management
13. Discrete and respectful use and attitude towards sensitive (personal) information, obtained on request or in the line of duty
14. Ensure clear communication
15. Manage/Upkeep inventory of the IT assets
16. Installation on time, on functionality
17. User satisfaction feedback
18. Priority SLA reporting
19. 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
20. Quality of documentation
21. Integrity / security of systems
22. Developing and sharing of knowledge
23. Quality of the IT rooms
24. Projects (on time, on budget, on functionality)
25. Deliver value to internal and external clients
26. Targets set by IT Team Lead/Manager are completed on time.
27. Ability to work under pressure and prioritise tasks
KNOWLEDGE, SKILLS & EXPERIENCE
KEY COMPETENCIES
28. Technical and / or business qualification
29. Minimum of 3 years IT technical experience, Win 10, Win 11. Active Directory, Azure, Intune, Autopilot. Basic networking skills.
30. Fluent English language skills
31. Able to work independently but meanwhile capable of sharing knowledge and practices with the larger IT team
32. Ability to travel to all office sites within Belgium. Possible travel within Europe.
33. Customer Service Orientation
34. Flexibility
35. Analytical Thinking
36. Achievement Motivation
37. Interpersonal Understanding
38. Teamwork and Cooperation
39. BV Core & Business Values