- Coordinate the IT Support Engineer team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members
- Evaluate and assess service delivery performance metrics and carry out survey on clients to weigh the level of service delivery in the company
- Keep record of daily operations at the desk for tracking of customer needs, services rendered and future reference
- Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
- Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace
- Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
- Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.
- Ensure that Group's Standards are met. Profiel
- Bachelor's degree in information technology or computer science.
- French / Dutch / English written ans spoken
- Knowledge about Service Desk systems and IT Tools, Microsoft Technologies and IP-based protocol, ITSM tool such as Service NOW
- Monitoring tools such as CACTI
- Deployment tools such as BMC
- ITIL Foundation or higher.
- Experience of coaching and/or mentoring staff.
- Experience of managing the work of others.
- Knowledge and experience of best practice in customer service and/or IT service management.
- Ability to work under pressure
- Good time management skills.
- Good interpersonal skills.
- Ability to troubleshoot complex hardware and software issues.
- Excellent written and verbal communication skills.
- Ability to think critically. Organisatie- en afdelingomschrijvingMy client, a company in fully expansion is looking to hire a skilled IT Sevice Desk Team Leader to assist their clients with all IT related technical support issues.Aanbod
- A job with multiple variations tasks
- A good salary package with a company car
- An IT job in a company with fully expansion
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Team Leader Service Desk NL/FR - Brussels, België - Istorm
