Service Desk Operator
il y a 2 semaines
Company Description
Arηs is a fully **independent** group of companies specialized in managing complex **IT projects and systems **for **large organisations**, focusing on state-of-the-art software development, business intelligence and infrastructure services.
We are composed of 13 entities across 8 countries that are unified by the Arηs Group, with more than 2500 consultants.
This corporate structure enables us to respond quickly to market changes and customer requests, and to communicate and make decisions without layers of bureaucracy.
Our success can be attributed to the synergy among our complementary entities, combined with our methodologies, which are based on the Rational Unified Process (RUP) and the Scrum agile software development framework.
**Job Description**:
Arhs Digital is looking for a Senior Service Desk Operator to join the teams of one of our clients located in Brussels.
The mission of the Workplace teams is to enable the workforce with reliable workplace capabilities to ensure efficient (hybrid) collaboration where and whenever they need it in a secured environment.
The Workplace team aims to deliver, support and further develop a range of Workplace, Building Facilities and IT4IT solutions. The team works in close collaboration with various teams and external suppliers to ensure the best quality of service.
The activities delivered by the Workplace team are covering the following solutions: Physical and virtual workstations, software packaging and licensing, workforce collaboration solutions (Office 365, secure data exchange,), telephony services, Meeting Rooms, Office Printing, Translation Services, Network connectivity, Enterprise backlog, timesheeting & ITSM Management solutions,
**Role & Responsibilities**
- Actively contribute to the delivery of Epics/Features to improve Workplace Services solutions and processes to achieve a better Employee Experience
- Actively participate in the feature/product team backlog and make sure it’s aligned with the IT strategy and provided roadmap
- Contribute to requirements definition and refine the user/customer needs in more detail
- Actively participate in the governances in place with the partners including the continuous improvement process
- Identify structural improvements (e.g. recurrent incidents) and help to identify structural solutions
- Influence the roadmap and contribute to the continuous process improvement of the security and quality of the services we deliver to our customer
- Drive QoS situations where expert knowledge is required: understanding-challenging the problem, bringing solutions, supporting teams in the implementation and sharing lessons learned afterwards to improve overall
- Co-create plans (per Delivery Iteration/Sprint) and estimate size & complexity of work
- Ensure proper communication of identified risks to the Product Lead and Feature Manager
**Qualifications**:
**Your profile**
- Bachelor’s degree in Computer Science, Business, IT or other related field or equivalent training
- Minimum of 10 years of industry experience in IT services
- Written & oral communication skills in English & French
- Analytical, communication and coordination skills are required to understand and document the requirements from the customers
- Capacity to perform impact analysis and to understand/document what needs to be done (slicing features, user stories, estimations)
- Experience in coordinating with different (internal/external) suppliers
- Experience with ServiceNow ITSM and Broadcom solutions is a plus
- Experience with identifying & investigating reoccurring issues and working with responsible support groups on addressing them (e.g. Network, Software packaging & distribution, Security, Service Desk, Onsite Support)
- Knowledge of ITIL Processes and Agile methodology
Be legally authorized to work in Belgium and not require sponsorship for employment visa.
Additional Information
**Don’t hesitate Join our team**
**_ What you’ll get:_**
An **informal hierarchy **and work environment:
Our open, flat structure supports a strong focus on communication and collaboration, enabling to respond quickly to market changes and customer requests.
An **attractive salary package**:
With an attractive salary and benefits package - including advantageous fringe benefits - you’ll be paid for what you love to do.
A strong **corporate culture**:
You’ll join a **dynamic team **of smart and ambitious people. From the way we hire to the way we relate to our clients - our values form the foundation of the way we work.
**Learning **& development opportunities:
We constantly **invest in our people** and are committed to providing individual development opportunities to help you continue to grow and stay happy and satisfied at work.
**Exciting projects**:
You’ll take ownership of various projects for both **public and private clients**:calling for creativity and innovation, at the cutting-edge of technology.
A **rock-sol
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