IT servicedesk Teamleader

Antwerpen - Belgique - Energy - Pétrole et gaz - Gestion de projets et services - Autre

The IT Service Desk Team Leader acts as a collaborative team lead who has the responsibility for the day-to-day operations of the IT Service Desk, which consists of IT Operators that support approx. 900 users in different Operations Units.Maintaining good relations with the different users as well as regular SLA review meetings with our different customers are key in this function.
The IT Service Desk Team Leader reports to the IT Manager.

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Lucas Andersen, Account manager

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Informations sur le rôle

Responsibilities

  • Organize and plan the day-to-day operations of the IT Service Desk
  • Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance and that standards and processes are followed to provide effective customer service and meet requirements
  • Coordinate the performance of services & support to internal clients and ensure that service levels and customer expectations are met
  • Implement methodologies to improve first call resolution, manage customer perceptions and build strong internal relationships
  • Oversee 100% of the incidents, problems and requests
  • Coordinate (and/or solve) urgent and complicated support issues
  • Provide data and reporting of KPI’s and trends to IT department and others in regular updates
  • Work to make the IT Service Desk the single source of truth and service delivery channel for IT
  • Advise management on situations that may require additional client support or escalation
  • Pro-actively searches for optimizations within the IT Department by documenting recurring 1st line or 2nd line tasks and transferring them to the ICT Service Desk
  • Collaborate with IT colleagues to develop, enforce and document standards and procedures
  • Train, coach and mentor Service Desk Operators

Informations sur vous

The Ideal Candidate

  • Two years of experience in a coordinating role or a customer support function
  • Customer-service oriented with a problem-solving attitude
  • Experience building reports, developing KPI’s, creating policies, …

Notre société

Brunel Belgium has its headquarters in Mechelen and also has satellite offices in Ghent and Genk. The organization in Belgium is represented by around 300 (technical) specialists on site, who are supported by a team of around 40 staff professionals.

Brunel Belgium provides specialists for diverse assignments on both a short- and long-term basis through our Service model in three types of specialisms (Business Lines): Engineering, ICT and Life Sciences. Brunel provides its services to clients within the following job groups of the ICT industry: Infrastructure, Analysis and Project Management.

Summary

  • Vacancy number: PUB256030
  • Location: Antwerpen
  • Market: Energy
  • hours per week: 40
  • Branche: Pétrole et gaz
  • Education level: Autre
  • Area of Expertise: Gestion de projets et services
  • Closing date: lundi 13 avril 2020
Postulez dès maintenant

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LA

Lucas Andersen

Account manager Brunel Belgium Mechelen

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