A Belgian public-sector policing organisation operates an Automatic Number Plate Recognition (ANPR) programme used by police services to identify vehicles and support traffic safety and investigations across Belgium. The ANPR Service Desk Officer provides first-line technical support for ANPR cameras, camera hardware and supporting software, while maintaining the ANPR asset management system and coordinating tickets with operational teams and suppliers.
The mission
ANPR intelligent cameras read number plates and compare them with police information about stolen or reported vehicles and access restrictions. The programme combines individual cameras and camera sites with a central management system, network connectivity and continuous data flows. Reliable operation supports traffic enforcement, police interventions and investigations, so incidents must be recorded accurately and directed to the right resolver. The service desk works with a multidisciplinary ANPR team, local police zones, road police colleagues, IT and security teams, and external suppliers.
You will act as a first point of contact for users of the ANPR asset management system and handle questions and incidents from initial registration through closure. Your day-to-day scope covers ticket triage, user communication, basic technical analysis, SLA follow-up, reporting and installation registration. You will resolve issues within your scope, provide clear status updates when another team or supplier is involved, and escalate when required. By documenting recurring issues and sharing knowledge, you connect individual support requests with improvements to the wider ANPR service.
Your responsibilities
- Deliver first-line support by logging, categorising, prioritising and following up requests and incidents in ticketing systems.
- Coordinate timely status updates for users, police teams, the ANPR team and suppliers throughout the ticket lifecycle.
- Analyse ticket data and produce reports that support service monitoring, prioritisation and operational decisions.
- Manage SLA follow-up and escalate supplier performance issues when agreed service levels are at risk.
- Maintain accurate asset records for police camera sites, including installation information in the asset management tool.
- Improve service quality by identifying structural issues, working with IT and security teams, and updating work instructions, documentation and the knowledge base.
Your profile
Essential skills
- Bring at least three years of hands-on experience in a technical service desk or similar technical support environment.
- Apply basic knowledge of ANPR systems, camera hardware and supporting software, and understand how IT systems and applications are used in operational support.
- Use ticketing systems for technical support, reporting tools and knowledge management systems to maintain traceable and reusable information.
- Apply incident management processes and assess priority based on incident hierarchy, impact and planning needs.
- Analyse technical questions methodically, ask relevant follow-up questions and work towards durable resolution.
- Communicate clearly with users, colleagues and suppliers, learn new ANPR topics quickly and share acquired knowledge.