VIP IT Support Specialist

Upcom; Tipton; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading IT support firm in the United Kingdom is seeking experienced IT Support Specialists to provide high-quality technical support to parliamentary staff in a formal environment. Candidates must be fluent in English and French, possess ITIL certification, and have a minimum of 3 years in IT support roles. The position is full-time on-site with shift-based working hours.

Qualifications

• Minimum 3 years of experience in IT support roles.
• Experience in VIP or high-level support preferred.
• Strong communication skills for VIP interaction.

Responsibilities

• Act as Service Desk Agent and provide first/second line support.
• Perform incident analysis and maintain communication with users.
• Document operational support procedures and draft technical content.

Skills

Microsoft Office proficiency

Windows computer skills

Understanding of mobile platforms

ITIL V4 Foundation Certification

Fluent in English and French

Job description

We are seeking experienced IT Support Specialists to provide high-quality technical support services in a demanding VIP environment. This role requires a professional, highly skilled individual capable of delivering exceptional first and second-line support to parliamentary staff and members.

Work Environment

• Location: Fully on-site (Brussels, with monthly sessions in Strasbourg)
• Dress Code: Business formal (suit and tie required)
• Working Hours: Shift-based schedule between 8:00 AM — 8:00 PM
• Travel Requirements: 4 days per month in Strasbourg during plenary sessions (rotation basis within team)
• Remote Work: Not available — 100% on-site presence required

Key Responsibilities

Service Desk & Incident Management

• Act as Service Desk Agent, Incident Agent and Analyst, Problem Agent and Analyst
• Provide first and second-line customer support with a focus on maximizing the first call resolution rate
• Perform comprehensive incident analysis and maintain direct liaison with end users
• Record and track all incident, request, and problem information systematically
• Deliver both remote and on-site technical support as required

Technical Support Activities

• Participate in the reconfiguration and installation of PC environments
• Test and administer applications across the organization
• Liaise with system administration and database administration teams for the execution of administrative tasks
• Perform all tasks of a Service Desk Operator when required
• Provide highly autonomous support with broad IT problem-solving capabilities

Documentation & Knowledge Management

• Document operational support procedures comprehensively
• Draft technical content for the knowledge database
• Maintain accurate records of all support activities and resolutions

Required Qualifications

Technical Skills

• Microsoft Office: Very good proficiency in all MS Office applications
• End User Computing: Very good skills with Windows computers and end-user environments
• Mobile Platforms: Good understanding of main mobile device platforms and core mobile applications
• ITIL Certification: ITIL V4 Foundation Certified (mandatory requirement)*

Professional Experience

• Minimum 3 years of relevant professional experience in IT support roles
• Demonstrated experience in VIP or high-level support environments preferred

Language Requirements (Mandatory)

• English and French: Fluent in both written and oral communication (minimum one language required)
• Strong communication skills with the ability to interact professionally with VIP users

Essential Competencies

• High degree of autonomy and self-management
• Broad IT knowledge and adaptability across various technologies
• Excellent problem-solving and analytical skills
• Professional demeanor suitable for VIP support environment
• Flexibility to perform cross-functional tasks (SDO/ITSS interchange)
• Ability to work effectively in shift patterns and manage time across two locations

Special Considerations

• Monthly Strasbourg sessions are organized on a rotation basis — not all team members travel every month
• Expense coverage rules apply for Strasbourg travel according to organizational policies
• Candidate must be comfortable working in a formal, protocol-driven environment
• Flexibility and adaptability are essential due to the dynamic nature of parliamentary support