Service Desk Manager

hace 3 semanas


Valencia, Valencia, España Penguin Formula A tiempo completo

We are seeking a talented Service Desk Manager to join Penguin Formula in Brussels, Belgium.

The Service Desk Manager will be responsible for managing support services for internal and external users through a centralized Service Desk.

The role's primary objective is to deliver a single point of contact for end users, ensuring the efficient communication and integration of business processes within the service management framework.

This role requires a proactive and customer-oriented individual who can handle multiple support requests while ensuring high service quality.

The Service Desk Manager will play a pivotal role in maintaining smooth operations and enhancing user satisfaction through effective service delivery and communication.

Key Responsibilities:

  • Operate the Service Desk tool to manage incidents and requests.
  • Record, analyze, and follow up on incidents, user requests, and bug reports.
  • Provide regular reporting on user calls, incidents, and problems.
  • Keep users informed about the status of their requests and system changes.
  • Conduct training for users on system functionalities and best practices.
  • Write clear, concise documentation for the use of information systems.
  • Participate in user, service, and project-related meetings.

Requirements:

  • Minimum 8 years of relevant studies and/or professional experience after secondary school, covering various aspects listed in the knowledge and skills section.
  • At least 4 years of IT professional experience, covering half of the skills mentioned below.
  • A minimum of 2 years of relevant professional experience as a business analyst, senior analyst developer, or in a similar role.
  • Extensive experience in help-desk services and support environments.
  • Working knowledge of relevant software, hardware, and equipment operations.
  • Familiarity with the operating systems and platforms in use.
  • Expertise in user support and technical documentation writing.
  • Strong communication skills, with the ability to convey complex information to users in an understandable manner.
  • Proficiency in English, as support and documentation must be provided in English.
  • Knowledge of ITIL service management methodology.
  • Proficiency in MS Office for office automation tasks.

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