Information Technology Support Analyst

Job Title: ICT Service Support Agent

Duration: 22/05/2025 - 22/05/2026

Location: 2800 Mechelen, Belgium (Hybrid)

Language: Dutch

Job Description

As an ICT Service Support Agent, you will be responsible for operating various applications within the Geographical domain (GIS) and the Client’s asset applications and technical databases (AM). Your role encompasses incident management, problem management, change & release process, and configuration management, ensuring smooth functionality and support for users.

Key Responsibilities

• Second-line support for technical issues
• Ticket management as part of the incident management process
• Change & release management (including weekend go-lives)
• Technical support for end users, including:
• Assistance with poorly installed software
• Resolving missing permissions issues
• Answering configuration and user interface queries
• Incident diagnosis, addressing issues related to servers, databases, and networks, and ensuring swift resolution
• Active participation in problem-solving teams
• Creation of service desk scripts for streamlined support
• Updating and maintaining the knowledge database
• CMDB maintenance, aligned with the Configuration Management Plan

Required Knowledge & Skills

To excel in this role, you should possess:

• Experience in providing technical support
• Strong analytical skills and an eagerness to learn
• A customer-oriented mindset with a sense of responsibility
• Solution-oriented thinking with persistence in problem-solving
• Ability to work effectively within a team

Technical Competencies (Minimum 1 year of experience required in each):

• ICT support experience in a professional environment
• Relational database management (Oracle, SQL, and PL/SQL)
• User support experience
• Data modeling expertise

Skills

• Proven experience with ESRI software, ArcGIS Pro, and ArcGIS Server
• Demonstrable experience with GIS systems
• Knowledge of Jira and Confluence
• Data Modeling