Information Technology Support Specialist
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Requirements:
• Service Window – Mon – Fri (07:00 CET – 18:30 CET) – The Service Desk associate will need to be flexible to work in shift based on the Service Window
• Flexible to work on Saturdays (provide support during critical patch rollouts).
• Language Requirement: English / French / Flemish
•
Location:
Brussels in Belgium
• Service Desk engineer will need to work from customer premise. This role requires the associate to be available in office Service Desk – L1 3-5 years of experience Skill Description: 1. Core Support Activities
· Handling incoming calls
· Processing and resolving service desk tickets (incidents and requests)
· User communication, follow-up 2. E-mail & Administrative Requests
· Monitoring and replying to e-mails on IT-service-desk@dkv.be
· Handling requests from:
· Users unable to create tickets
· Badge and visitor access requests
· Newcomers onboarding support etc. 3. User & Access Management
· User account creation, modification, and deletion
· Password resets and account unlock (user accounts, privileged accounts, AS400, IGNITE)
· Coordination with IAM and Security teams
· Access management and user creation for Ergo-World, SAP, Mitel 4. AS400 Support (3 environments) – Knowledge on AS400 is required.
· Creation and maintenance of AS400 user profiles
· Session configuration support
· Unlocking locked files
· First-line troubleshooting of AS400 issues
· Evening closure of the systems + support during deploys
· Libraries restore on demand of IT-Accounting team + Data Refresh Execution of AS400 data refresh during business hours requires one dedicated agent with full focus 6. Hardware & Workplace Support
· Laptop installation and configuration (new hires, replacements)
· Handling hardware failures and urgent replacements
· User support for unexpected technical issues 7. Meeting Room & Onsite Support
· Setup and troubleshooting of meeting rooms equipment:
· ClickShare, cameras, microphones, HDMI cables, etc.
· Live meeting support and urgent interventions 8. Security & Incident Handling
· Reporting phishing and security-related incidents
- handling first steps and communication with user (immediate response and risk mitigation.)
· Coordination with Security team 9. Operational & Shift-Related Tasks
· Creation of RFD for SAVSYS evening shifts (monthly)
· Support of evening and operational processes: KVTAGEND + evening jobs
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