About the position
The ICT service delivery operator will play a key role within the the Company's infrastructure team and will be responsible for execution of first and second line tickets. He/she will operate from our client's plant in Wolseley.
He/ she will give support to the end users in the Group. This includes solving incidents related with the workplace, creation of new, exit users and access requests and installing local software. He/she will fix more complex issues in co-ordination with the Belgium team and our third party partners. The ICT service delivery operator will join ICT projects in his/her continent like the move of a sales office or the extension of the plant.
He/she will give support in configuration & problem solving of scanners & label printers and network troubleshooting with support of the Belgian Network Team for the local plant.
He/she will deliver support using our standard best practices and following our quality standards.
Key Result Areas
- Provide support for our end users through :
- First line ticketing support for our end users in all ICT infrastructure domains. This is by using our ticketing tool or providing telephone support for users in your time-zone.
- Deliver standard changes for all our end users ( install workplaces for Wolseley, creation of new, exit users, access requests for the rest of the group )
- Interact remotely with different ICT teams within the company
- Deliver onsite support in Wolseley for ICT devices, printers, label printers and scanners
- Deliver onsite support for network issues and this in close collaboration with the Belgian network team ( configure switch, troubleshooting switch or WI-FI )
- Deliver onsite support for installing specific software or ICT equipment
- Support complex issues or non-standard changes in close collaboration with the Belgian ICT team
- Interact with the service desk of our prime suppliers to follow up incidents in their domain.
- Cooperate in ICT Projects
- Different ICT domains are :
- End user hardware
- Operating system (Windows 10- 11)
- Printing
- AD user management
- Citrix
- Office 365
- VOIP
- Intune
EXPERIENCE REQUIRED
Expected knowledge :
- Excellent broad ICT infrastructure knowledge with hands on experience
- Good knowledge of Windows 11, Office, printing, AD, Intune
- Knowledge of Cloud connectivity (office 365), hardware are considered a plus
- Knowledge of other ICT infrastructure domains (Servers, storage, virtualisation, network ...)
Experience :
- Similar roles for customers/IT departments.
Education (diploma) :
- Degree in IT or equivalent experience
- Certifications are considered a plus.
Language :
- English : Full Professional Proficiency
Desired Skills:
- FIRST LINE SUPPORT
- SECOND LINE SUPPORT
- O365
- Active Directory
Desired Work Experience:
- 1 to 2 years Systems / Network Administration
Desired Qualification Level: