Job Dimensions
resolution of incidents, the effective fulfilment of service requests and the reliable day-to-day operation of workplace IT services.
The role serves as the local interface between end users, the IT Manager, central IT teams, vendors and service providers, with a strong focus on service continuity, compliance with Group IT standards and user satisfaction.
The scope includes workstations, mobile devices, printers, meeting-room equipment, local connectivity, telephony, collaboration tools, standard business applications and related peripherals used in office and operational environments.
Managerial Dimension:
No direct managerial responsibility
Economic Dimension:
No direct budget accountability.
Contributes to cost control through accurate IT asset tracking, inventory follow-up and support to procurement and replacement planning.
Functional Dimension:
Provides local first- and second-level IT support, coordinates escalations with central IT teams, contributes to workplace IT service continuity and ensures proper follow-up of incidents, service requests and local IT assets.
Activities
- Deliver local proximity support to end users, covering incidents, service requests, troubleshooting and day-to-day assistance
Install, configure, replace and support workplace IT equipment, including laptops, desktops, docking stations, monitors, tablets, smartphones, printers, scanners, meeting-room equipment and related peripherals.
Provide support for standard corporate tools and services, including Windows workstations, Microsoft 365 applications, Teams rooms, VPN access, printing services, telephony and approved business applications.
Ensure that tickets are properly logged, classified, prioritized, followed up, escalated and closed in line with IT service management processes and agreed service levels.
Act as the local point of contact for users, central IT teams, contractors, vendors and service providers to coordinate incident resolution and planned interventions.
Support user onboarding, offboarding and mobility processes, including equipment preparation, access coordination, user guidance and recovery of IT assets.
Maintain accurate local IT inventory and asset records, monitor hardware lifecycle activities and contribute to stock management and equipment replacement planning.
Perform first-level checks and basic troubleshooting for local network connectivity, Wi-Fi, telephony and meeting-room systems, escalating to the appropriate teams when required.
Contribute to cybersecurity and compliance by applying Group IT rules, supporting patching and endpoint protection follow-up, promoting good security practices and reporting security anomalies.
Provide local IT support during office moves, workstation relocations, site visits, audits, VIP events, crisis situations and operational activities requiring on-site IT presence.
Prepare user instructions, quick reference materials and knowledge base inputs to improve first-contact resolution and user autonomy.
Identify recurring incidents and service improvement opportunities and propose practical corrective actions to the IT Manager.
Contribute to local IT reporting, including incidents, service requests, inventory status, equipment lifecycle, recurring issues and matters requiring management attention.
- Maintain strict confidentiality, demonstrate exemplary behaviour with regard to HSSE rules and comply with company policies in all activities
Qualifications/Experience required
Education and Experience:
- Bachelor’s degree or technical diploma in Computer Science, Information Technology, Electronics, Telecommunications or another relevant technical discipline.
Minimum of 3 to 5 years’ experience in IT proximity support, service desk, workplace support or field support within a corporate or industrial environment.
Strong hands-on knowledge of Windows workstations, Microsoft 365, Teams, mobile devices, printers, peripherals, basic networking, Wi-Fi and telephony support.
Good understanding of IT service management practices, ticket handling, escalation management, inventory follow-up and user communication.
Sound awareness of cybersecurity requirements, confidentiality rules, data protection principles and HSSE expectations applicable to operational environments.
Ability to work independently, prioritize requests, remain service-oriented under pressure and communicate effectively with users at all levels of the organization.
- Knowledge of the client’s IT environment would be an advantage