Service Desk Incident Manager
16/11/2022 - 30/06/2023
Brussels, BelgiumSign in to apply
Service Desk INCIDENT MANAGER
- You will be part of the Service Integration and Management team (SIAM), which is responsible for supporting end users throughout the group and managing the company’s outsourcing partners.
- Together with your three colleagues, you will be the first point of contact for all IT-related problems experienced by end users in all branches.
- You will provide first and second line support for all workplace-related topics.
- You will take care of on- and off boarding of internal or external employees.
- In your role, you will provide training and guide internal customers in the use of their workplace tools.
- You will report to the Siam Manager.
- You proactively look for improvements to make the work of your colleagues as easy as possible.
- You follow up tickets (Incidents, Requests, Problems and Changes) by making use of an ITSM tool.
- You react pro-actively on any recurring incidents.
- You will coordinate the Changes within your Domain
- Adhere to ITIL Service Management industry standard processes.
- You will lead the ICT helpdesk Team
- You have proven experience as an IT support officer an Incident Manager
- You have sound expertise in supporting Windows applications, laptops, mobile devices.
- You have proven knowledge of a Microsoft domain environment. (AD, O365, network)
- Experience in a financial or banking environment is a plus.
- Holding Microsoft certifications is an asset.
- You are able to prepare documentation and procedures for end users, both in technical jargon and in user-friendly language.
- You are an excellent listener, have good interpersonal and communication skills, and enjoy working in a team-oriented, collegial atmosphere.
- You are fluent both verbal and written in English and either French or Dutch.
- You have a practical mindset and a can-do mentality which allows you to work independently.
- Planning and organizing
- Taking responsibility
- Result oriented
- Critical thinking