Service Desk Support

Brussel  ‐ Onsite
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Description

We are urgently recruiting for a Dutch/French speaking Process Owner/Analyst to join our client located in Brussels. This is a six (6) months contract, with possible extension.

You will need bachelor/masters level degree, with minimum 5 years working experience.

TEAM STRUCTURE:

  • You will work in ICT Infrastructure Planning Centre. As a member of ICT Infrastructure our team delivers services to several ICT departments and business units.
  • The team Infra Planning Centre exists for 3 years. Our focus is to act as 'front-door' of ICT Infrastructure.
  • A part of the team is responsible to perform intake on infrastructure requests and to assist and guide our internal customers in the request process.
  • An important part of this provisioning service is to provide a good quality of service, and to deliver the infrastructure in time and according to time and budget.
  • A second part of the team is to deliver infrastructure designs, which is the translation of high level architecture plans to implementable action plans and schemes.
  • A third responsibility is operational coordination where we are looking for a Process owner expert.

ROLE/TASKS:

  • Your task is to create and enforce processes to improve the collaboration of infra teams internally, and to establish and improve existing ones.
  • Secondly, you will be carrying them out to other ICT departments, with the ambition to standardize and uniformize existing similar processes that are in parallel.
  • You will represent the Business Continuity Program and the Incident and Problem Coordination Process.The nature of the job is mainly administrative, except for the operational coordination tasks, where the nature of your activities is more related to orchestration of operational activities and your skills in planning, coordination and incident/change management will be addressed.
  • Purpose of the function:
  • Globally, your activities in Planning Centre are contributing in our goal to obtain higher quality and efficiency within ICT Infrastructure.
  • You will also act as backup for the Operational coordinator: this implies the coordination of all interventions which are planned during infrastructure weekends, and to make sure the interventions outside infrastructure weekends do not cause business impact.
  • Support and guide Project managers in delegating work packages within the ICT Infrastructure department
  • A good knowledge of MS Project is required.
  • Keep overview of open audit recommendations with relation to ICT infrastructure. Understand the content and expectation; create actions plans to resolve them and Manage and delegate actions to deliver a solution within a defined timeline.
  • Represent the team in cross department capacity management and funnel meetings.
  • Prepare, plan and coordinate Infrastructure Release weekends
  • Act as a link in case of major incidents; organize problem solving sessions as Incident and problem coordinator, and take charge of communication to the ICT community.
  • Follow-up of open incidents, changes and problems within ICT Infrastructure and contribute in maintaining and improving infrastructure changes and rollouts.
  • Manage the internal service catalogue, OLA's and KPI's and provide monthly reporting and dashboards

TECHNICAL SKILLS

  • Microsoft Office
  • Microsoft Project 2013 is a plus
  • HP Service Center
  • Microsoft SharePoint
  • Experience in release coordination is preferable.
  • In depth knowledge of Excel, Project and SharePoint.
  • (Higher knowledge then an average user)
  • Knowledge and experienced with reporting, dash boarding, KPIs.
  • Analyse data, build reports and maintain SharePoint sites

Soft skills:

  • Flexible and able to perform under pressure
  • Takes initiative
  • Delivery driven
  • Assertive
  • Creative and effective communicator (mandatory)

LANGUAGES

  • Fluent in Dutch and/or French, with at least excellent understanding of the other.
  • Fluent spoken and written English is mandatory.

Should this role be interest to you, please apply today!

Start date
01-02-2016
Duration
6 months +
(extension possible)
From
PROTEUS EUROPE
Published at
07.01.2016
Project ID:
1046982
Contract type
Freelance
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