Regional Ict Coordinator

Ensures that IT solutions within the scope of the role are compliant to relevant corporate, security and architecture requirements, and that deviations are dealt with promptly and according to the defined processes and procedures.

**The Role**
- Responsibilities within ICT usage for ensuring that end-users are well equipped and instructed in the optimal usage of IT workplace and infrastructure services
- Responsibilities to engage Business Partner and Business Management organization to receive adequate support from Site Management for the appointment and resource availability of local resources or business contact persons.
- ICT Service Exceptions
- ICT Communication
- ICT Service and Process Management
- On-site support activities:

- Ensure that service providers delivers appropriate training materials, self-service tips & tricks, quick reference cards, etc. to promote and stimulate end-users to make optimal use of the available ICT hardware, software and related infrastructure resources;
- Advise end-users in the usage of ICT tooling and support processes for incidents and standard requests (ICT portal, self-help, self-healing, best practices);
- Act as first escalation level for end-users towards IT Suppliers and/or Service Delivery Manager.
- Provide training and guidance to local business contact persons for workplace and infrastructure;
- Responsible to maintain Remedy tickets assigned to local site(s) and follow-up with local ICT business contacts until execution; Update Remedy and close tickets;
- Responsible for hardware/software management (purchase, inventory/spares, and disposal) according to agreed processes and compliant with agreed requirements.
- Ensure that BG/local site is compliant with corporate policies and standards concerning the usage of ICT infrastructure, hardware and software;
- Escalate to Site Management/Security Officers/Suppliers/Service Delivery Manager in cases of violations.
- Responsible to facilitate end-user complaints and escalations, and bring them for management attention in accordance with the agreed Service Engagement / Escalation Matrix.
- Responsible to facilitate 3-way communication between business contact persons, GIS and (third-party) service providers to advise the most appropriate solutions based on best practices;
- Responsible for regular review and monitoring of ICT service SLA reports and performance statistics (ITSAT, bandwidth utilization reports, capacity reports, etc.);
- Act as local support person to resolve incidents assigned by the Service Desk. This includes
- supporting Live Workplace (LWP) workstations, the Common Office Environment (COE), printing,
- local area network, telephones (if applicable), and assist in server
- and software incidents;
- Execute tasks related to (non-) standard changes, like installing, changing and delivering new Life Work Place desktops/laptops and printers;
- Responsible to support Remote Server Management operations, like:

- Break/fix activities for servers and network equipment
- Tape handling for servers
- Assisting in resolving backup issues
- Power shutdowns
- UPS testing
- Responsible to assist 3rd party suppliers to resolve incidents, including network and server related incidents;
- Responsible to escalate to his/her Service Delivery Manager in case of issues or complaints;
- Responsible to report any customer non-compliance, including software infringements, security violations, virus issues and ICT services miss-use;
- Responsible to update assigned calls in the service management tool, including time tracking of own activities;
- Supports audit activities (e.g. check physical devices and location).

**You Bring**
- Bachelor’s degree in Information Systems, IT or related areas;
- Minimum 3 years of relevant experience in IT, broad IT Support experience
- Knowledge of operational ICT procedures and processes regarding the delivery of contracted services is essential;
- Knowledge of ICT Technical Infrastructure;
- Knowledge of business needs and practices related to the use of ICT resources and services;
- Knowledge of the System Management tool Remedy for ticket handling and other tools like Portal, Vendor databases, reporting tools;
- Information Technology Infrastructure Library service delivery knowledge, preferably ITIL foundations;
- Basic Project Management skills, preferably PRINCE2 Foundation.
- Strong service delivery skills;
- Strong problem solving skills;
- Strong social interaction skills;
- Strong communication skills on operational and tactical level.
- Team player who fosters teamwork in a global, multicultural and virtual context.