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Biocartis - IT Service Desk Technician

Purpose of the role


The IT Service Desk Technician is responsible for the day-to-day operations of the IT service desk.




  • Act as a service desk contact for tickets, phone calls and emails from staff regarding IT issues and queries;
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner;
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles;
  • To arrange and follow up external technical support where problems cannot be resolved in house.
  • Maintaining an Asset Database and track changes;
  • Make new user accounts and mailboxes;
  • Create and maintain official helpdesk procedures and documentation (SOP, WI, CL);
  • Install and configure PCs, laser printers, label printers, tablets;
  • Assist in the creation and maintenance of service desk automations & projects. (PC Imaging, Patch updates & Security updates, Anti-virus rollouts / updates etc...);
  • Assist in the maintenance of the desk lay-out and IT solutions provided to end users;
  • Escalate unresolved calls to the infrastructure support team;
  • Provide stats for the weekly Service Desk report on call trends;
  • Publishing support documentation to assist staff with requests for information & provide staff training if required.


Profile requirements

  • Education : Bachelor degree in ICT preferred
  • Experience : at least 2 years of work experience in a similar role


Technical/Theoretical knowledge, skills and expertise

  • Show initiative, autonomy and good analytical skills;
  • Prepared to expand knowledge;
  • Customer-oriented;
  • Creative and proactive;
  • Good communication skills;
  • Team player, able to work independently;
  • Flexible;
  • Structured;
  • Resilient to stress and high pressure.


Software and database applications

  • Active Directory and MS Exchange (creation of users and groups), Windows Permissions;
  • Good basic knowledge of current hard- and software;
  • Good basic knowledge of Windows Operation Systems, MS Office Professional;
  • Good basic knowledge of networks.

Languages : Good knowledge, orally and in writing of Dutch and English.



Job specific behavioural competencies

  • Planning & organisation - Planning & organization: plans and organizes own work(load) in an effective way by setting priorities and meeting deadlines.
  • Adaptability to change - Embracing change: is open for change and willing to adapt to changing tasks, priorities and unexpected events.
  • Resilience - Displays a positive attitude in the face of ambiguity, stress and change.
  • Communication & influencing - Communicates with clarity: speaks and writes clearly and to-the-point; active listener.
  • Analytical thinking - Gathers information from varied sources, analyzes data in a critical way using common sense and logical thinking.

Company description

Biocartis is an innovative molecular diagnostics company committed to revolutionize molecular testing with its unique proprietary IdyllaTM platform. We provide next generation diagnostic solutions aimed at improving clinical practice for the benefit of patients, clinicians, payers and the healthcare industry, with a focus on oncology.

Biocartis' proprietary molecular diagnostics (MDx) IdyllaTM platform is a fully automated sample-to-result, real-time PCR system that offers accurate, highly reliable molecular information from virtually any biological sample, in virtually any setting, allowing fast and effective treatment selection and treatment progress monitoring.

Biocartis employs over 480 people and is headquartered in Mechelen, Belgium.

Join us !
A job at Biocartis is unlike any other you've had. You'll be challenged, inspired and proud. Whatever your job, you'll be part of something unique. Biocartis drives innovation and leadership in all diagnostic-related areas where its platforms and assay technologies are required. Millions of cancer patients are depending on our success and we will not let them down. Everyone on the team of highly skilled and passionate people shares the Biocartis mission and lives the Biocartis values.

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