Information Technology Support Manager

Il y a 2 semaines

Brussel, Brussel-Hoofdstad, Belgique ThoughtLabs Belgium Temps plein 50 000 € - 70 000 € Contrat

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Organisation and implementation of support of information systems;
Design, implementation and continuous improvement of ITSM processes, including Incident Management, Request Fulfilment, Problem Management and Knowledge Management;
Creation, maintenance and continuous improvement of knowledge bases, user manuals, wiki pages and other support documentation;
Provision of guidance and assistance to business users in the use of information systems and ICT tools;
Monitoring of support performance, ticket quality, resolution times and service levels, contributing to continuous improvement and service quality;
Elaboration and implementation of relevant support processes.

University degree in IT combined with relevant IT professional experience of 5 years;
Knowledge in support of information systems;
Good knowledge of ITIL/ IT Service Management (ITSM) principles and processes;
Experience with Incident, Request, Problem and Knowledge Management;
Experience in user support, troubleshooting and stakeholder coordination;
Knowledge of wiki, collaborative sites and support documentation;
Good knowledge of service management tools SMT, JIRA or SERVICE NOW;
Excellent command of the English language.