Description
Service Desk Manager who is fluent in French or Dutch is required to join a world leader in the pharmaceutical sector based in Brussels
Duties:
- Managing Service Desk activities, aligned with the general IT vision and strategy
- Acting as escalation point for the supervisor
- Undertaking a wider customer services role
- Reporting to senior managers on any issue that could significantly impact the business
- Taking accountability for incident and service request handling on the Service Desk
- Identifying improvement opportunities for inclusion in the continual service improvement plan
- Assess and improve Service Desk functioning and processes
- Create and distribute management reporting
- Liaising with other support teams to ensure good collaboration and improve processes/procedures wherever possible
- Owner of the Service Desk knowledge management database
Knowledge, Skills and Experience:
- At least 3 years of experience in Service Desk management role in an international company
- Strong leadership skills
- Structured and organized way of working
- Excellent communication and interpersonal skills, both spoken and written
- Bilingual French-English
- Able to deal with high level escalations
Education, Qualifications:
- ITIL v3 Foundations certified
- ITIL v3 Operational Support and Analysis certified is a plus
Please get in touch for further detail on this excellent contract opportunity.