IT Service Desk Manager - Spiere-Helkijn, België - Oxida

Oxida

Geverifieerd bedrijf

Spiere-Helkijn, België

3 weken geleden

Geplaatst door:

Sophie Dubois

beBee Recruiter

Functie

Define the strategy and governance around incidents and service requests. This includes but is not limited to steering the creation of knowledge base articles, structure support related documentation and creation of enduser manuals.
Take the role of Major Incident Manager, in case of P1 (Priority 1) and/or P2 (Priority 2) incidents. You will take the lead from intake to closure, including communication and learnings.
Evaluate and define the structure and strategy for our support resources (both internal and external). Whenever there is possibility to rationalize and optimize our staffing, its expected from our Group IT Service Desk Manager to determine and execute the needed changes.
Foster positive enduser relationships and drive customer satisfaction. Analyse, combine, and use feedback from customer satisfaction surveys to increase the overall received CSAT scores.
Take ownership of the IT ticketing tool, evaluate, and adapt process flows and reporting when needed. You will use this tool to work on SLA and KPI management based on the requirements of the company.
Followup on open incidents and service requests to ensure they are handled and resolved in a qualitative and prompt manner. You will also check the overall ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
Evaluation of all support requests to find, document and present required changes to the IT Management Team.
Mentor and guide our first

- and second-line IT staff to further mature and develop their strengths. You will analyse their performance on a regular basis.

Ensure a balanced distribution of the workload of the helpdesk staff and a permanent presence during working hours.
Perform intake of requests for new hardware (new hires, hardware refreshes, etc.), analyse demands, order, and followup on delivery of the equipment. You must forecast what is needed by when, to be able to have adequate stock to avoid delays in deployment of enduser equipment.
Handle all license management for software on enduser devices and combine and rationalize our software portfolio as much as possible. Interact with our software partner to search for continuous improvement to lower and standardize our software pool.

Functie-eisen*- Bachelor or master's degree.

5 or more years of relevant experience in a similar role.
Great blend of creative and technical ability is necessary.
Solid and broad technical background with an ability to give instructions to a nontechnical audience.
Customerservice oriented with a problemsolving attitude.
Proactive mindset and excellent capabilities to spot opportunities to help the business or the improve our support flows.
Strong customer service orientation ("Customer first" mindset).
Ability to work with demanding users in a fastmoving environment.
Flexible, positive, and open minded.
Excellent communication skills. Comfortable presenting for a large audience and for diverse levels of seniority.
Enthusiastic to work in an international environment, embracing diverse cultures and countries.
Able and eager to learn and evolve your skills.
Driven and enthusiastic team player, who loves to take initiatives.
Fluent in English.

Aanbod*- You will work closely together with other rack stars in an open and enthusiastic environment.