Main accountabilities

• Execute the daily operations of first line IT support, according to procedures and work instructions for support activities

• Ensure overall service quality and service levels can be measured by making sure a ticket of every support intervention is available.

• Actively support our business by providing first line IT support including analysis, resolution and clear communication to end users o Resolve standard requests such as password resets, configuration of access rights to IT systems, o Deliver basic functional support on business systems such as O365, ERP, CRM, BI, ..

o Investigate and analyse correlation between individual issues in order to assure correct urgency, impact and associated coordination is established o Troubleshoot complex issues prior to handover to 2nd line support

• Continuously improve the IT service delivery in close collaboration with the corporate IT Service Coordinator both in terms of optim...