- Identify, document, and fulfill service requirements of European based Sotera Health business units and the user community.
- Participate in the design, implementation, and improvement of key service delivery processes.
- Partner with the Global IT Helpdesk to ensure effective first level support.
- Provide Supervisory support and technical leadership to European based onsite support technicians by prioritizing and assigning work and following up on escalations.
- Problem Management for the local European facilities
- Participating in and ensuring effective use of the Change Management process
- Taking a lead role in Major Incident Management, ensure coordination of resolving parties, provide effective communication to stakeholders, and conduct post incident review as applicable to the facilities you support
- Take a hands-on approach in responding to and resolving reported incidents and user support requests
- Actively participate in and ensure the broader team completes the annual Computer refresh program.
- Participate in the assessment and ongoing review of services and processes with a goal of continuous improvement.
- Facilitate and foster customer feedback to improve the performance of the Service Desk and desktop support functions.
- Collaborate with the broader IT team and other functional areas within the businesses to ensure effective integration with key support process such as call handling, triage and escalation as required.
- Represent Global IT Support by fulfilling the role of primary point of contact for technical support escalations, support requests, and support inquiries. ProfielExperience/Education RequiredDegree in Computer Science, Information Technology, related field or equivalent work experience
- 7 years experience in an IT service delivery role working with internal customers in a global multi-geographic organization.
- 2+ years in a supervisory role over an IT Technical Service Management team
- Demonstrated experience working in IT Service Management functions including Service Desk, Problem Management, Change Management, and Incident Management
- Excellent Customer Service skills: ability to understand and manage customer expectations.
- Ability to translate business requirements into technology/service solutions.
- Able to manage and prioritize tasks, requests, and time efficiently
- Demonstrated experience with Active Directory, Windows Server, Microsoft 365, Microsoft Office Suite, and desktop Windows Operating systems Capabilities
- Provide effective Leadership to Service Management team
- Ability to prioritize competing priorities.
- Strong Analytical and problem-solving skills
- Current technical capabilities to provide outstanding hands-on support.
- Ability to effectively prioritize and execute tasks in a fast-paced environment.
- Project/Program Management skills
- Strong verbal and written communication skills with the ability to present effectively to small and large audiences.
- Ability to collaborate and work cooperatively in a team environment.
- Understanding of and experience working in a highly regulated environment would be of benefit.
- Fluent in English, ability to communicate in French, and German would be of benefit. Organisatie- en afdelingomschrijvingMy client is a medical company based in the region of LeuvenAanbodx
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