Description
Service Desk Coordinator: ITIL/Dutch/English/Remedy Sales force/HP Service Desk
Our client is looking for a Service Desk Coordinator to join their team in Brussels who must be able to speak both Dutch and English.
Key skills:
- Dutch and English speaking
- ITIL Certified
- Remedy Sales force or HP Service Desk experience
- Citrix
- Active Directory
- Avaya Telephony
- Ricoh Printing
- Experience with custom or COTS ERP-CRM applications
- Experience with web applications
- Experience with security, user management and role management
Responsibilities:
- Manage the performance of services and support to clients (internal and external) and ensure that service levels are achieved
- Ensure that customer expectations are met or exceeded
- Focus on proper communication with all stakeholders; solution oriented and be an advocate of IT towards the Business at all times
- Collaborate and communicate to various stakeholders, like senior management, internal and external suppliers, partners, project managers and team members.
- Make progress or lack thereof visible in clear and concise reporting including mitigation actionals and continuous service improvement initiatives
- Lead a small service desk team
- Train, coach and mentor Service Desk agents
- Provide data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Work to make Service Desk the single source of truth and service delivery channel for IT.