Service Desk Manager
hace 5 días
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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