Team Lead Service Desk
il y a 1 semaine
Overzicht:
Team Leader Service Desk
Who are we?
With a network of more than 9.794 employees, 1.646 notaries spread over 1,126 offices in Belgium, Fednot provide
tailor-made advice on particularly complex legal issues and support notary offices in their
What Sets Us Apart:
Our uniqueness lies in the distinctive nature of the notarial profession and its legal framework, presenting us with ongoing and constant and complex challenges we face every day.
What is your mission?
As a
Being part of the department of Customer Care within the ICT you play a vital role in ensuring seamless and efficient interactions with clients and users, focusing on delivering exceptional service and addressing their needs promptly.
What is your impact?
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Team and People Management: Oversee all facets of people management within the Service Desk team, including motivation, development, continuous learning, administration, and performance management. Take charge of team organization, covering shifts, planning, priorities, and ensuring appointment adherence.
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Quality Assurance: Be responsible for the quality of all helpdesk activities directed towards notaries and citizens, both internal service desk and outsourced contact centers. Monitor performance by defining and reporting on key performance indicators (KPIs) relevant to Fednot's goals and SLAs.
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Supplier and Partners Management: Collaborate with the Fednot Head of Customer Care to contribute to negotiations and manage relationships with suppliers (e.g., third-party helpdesks) and partners (BOSA, etc.). Evaluate supplier performance.
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Compliance and Security Oversight: Work closely with the Information Security team and DPO to ensure compliance with security and privacy regulations. Manage access management processes.
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Documentation Control: Ensure the availability of up-to-date documentation.
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Customer Claims Management: Act as the first point of escalation for managing customer claims. Coordinate responses with relevant internal stakeholders and serve as a spokesperson.
What qualifications are we looking for?
- Master's degree in Computer Science, Engineering, or Information Technology, or an equivalent proficiency gained through practical experience;
- At least 7 years of professional experience of which
at least 5 years of experience in a similar role (proven track record) ; - Excellent ability to manage and
communicate to customers and endusers is a must; - Proven experience in managing
priorities and
emergencies according to business needs; - Adaptability and ability to work in a
complex environment with many actors (Fednot, federal and regional authorities, IT partners, notaries, citizens, etc.); - Excellent competences in
people management in offering valuable contributions to personal development and mentorship to team members ; - Strong
problemsolving abilities; - Highly
analytical and
synthetical skills; - A robust practical knowledge of
ITIL and proficiency in
Kepner & Tregoe or a comparable root cause analysis methodology; - A very good knowledge of
Dutch, French, and English.
What do we offer:
- Challenging and interesting projects to work on, using the latest methodologies and technologies, within a growing and economical stable sector.
- Room for future development, room for employees to develop creativity and autonomy, fostering an open atmosphere
- A competitive salary package, extralegal advantages, insurance coverage, public transport, luncheon vouchers, and the possibility to build up holidays. Company car, bonus system and a net allowance. Furthermore we have a canteen at our disposal, and we offer free soft drinks.
Where to find us?
Fednot is located right in the center of Brussels, next to the Saint Gudule Cathedral.
The Metro Station is right by the corner and the Central Train Station is just two blocks away.
Where are you going to work?
Hybrid:
In the office (40%) & Homeworking (60%).
Please do not hesitate to apply
before February 29th 2024.Join us in shaping the future of Fednot and be part of a team dedicated to excellence**Jobinhoud:
Team Leader Service Desk
Who are we?
With a network of more than 9.794 employees, 1.646 notaries spread over 1,126 offices in Belgium, Fednot provide
tailor-made advice on particularly complex legal issues and support notary offices in their
What Sets Us Apart:
Our uniqueness lies in the distinctive nature of the notarial profession and its legal framework, presenting us with ongoing and constant and complex challenges we face every day.
What is your mission?
As a
Being part of the department of Cust
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