IT Support Specialist

27-2-2018 oostakker
job description

For a firm in Ghent we are now looking for an IOS Onsite Time Critical Support Specialist. In this role you will be reporting to the Onsite Line Manager in Belgium/Gent, Onsite EMEA, IOS, Volvo Group IT.

Your key responsibilities will be:
Work to ensure relevant KPI/PI's goals for the team they are working with are met for the product or assignment
Provide the end user the support that is agreed upon
Provide information to end users in the event of operational disturbances
Act as action owner of the cases or orders they are assigned to
Determine and assign correct priority on created or received cases and act according to given instructions
Escalate cases to other support functions when necessary
Perform incident resolutions and request fulfillments
Coordinate problem resolution in supported services and solutions. Drive the identification and escalation of problems in supported services and solutions. Support 2nd and 3rd line teams in the problem management process
Utilize the Knowledge Management System. Contribute to and drive knowledge management and the documentation of errors and known workarounds
Follow the requirements concerning Information Security described in the Security Handbook. Ensure correct use of the security policies and raise security issues where discovered
Contribute to discussions on and drive methods to improve team efficiency and delivery quality
Take part in projects improving the identity management and security area, when involved in management of access rights
Attend training across most common Group IT and solutions
Participate in development of new operation techniques and contribute to designing solutions in support
Coordinate and secure specialized training for specific support tasks requiring unique knowledge
Collect measurement data (resolution time, work effort and others) as assigned by management

Interested in this job? Send your cv and motivation to

your contribution

You have:
A very good computer and IT-peripheral knowledge. Good IT-network knowledge. Good application system landscape knowledge. Good communication skills to secure the runtime of the global applications on the local site.
At least three years of experience of work in the support area for the most common services and solutions provided by Group IT
Experience interacting with end user
Strong experience from working in an IT delivery organization including solid knowledge about methods used
Strong experience in incident management, strong sense of urgency
Good ability in investigating, defining and resolving complex problems
Knowledge about the solutions in scope and proven experience in runtime of the concerned applications
Planning work for a task in a workflow with many domains involved in a more complex environment
Managing complex information systems, performing a broad range of complex and non-routine work activities in a variety of contexts.
Facilitate collaboration between stakeholders who share common objectives. Mentor colleagues
Absorbing new technical information and applying it effectively
Communicate verbally and in writing to technical and non-technical audiences
Understanding relationships between own domain and business requirements
Experience with QRIT and VPS is an asset
Complete proficiency in English and Dutch is a requirement

technical employee (m/f)
employment type
full time
contract type
immediate permanent employments
Automobiel en transportmiddelenindustrie
your Randstad contact
Sophie Vanden Hole & Lore Desmet 09 269 98 87
09 269 98 87

office info
Gent Brabantdam 70
Brabantdam 70
9000 GENT