Coordinator First Line Ict Support

il y a 9 heures

Brussels, Belgique Compusearch Temps plein

**Werkgever**:
Transport Industy

**Werkgever details**:
Our client is a main provider of software developing services in the transport industry, based in Brussels with offices close to a main railway station.

**Functieomschrijving**:
You will coordinate the **First Line ICT Support** within our clients Operations department. As a member of this team you will support and coach front-line Support Engineers, you will provide front-line technical support by phone and ticket to customers/users. You will also take care of the administrative follow-up of the team and the organizational follow-up of the tickets in order to offer a correct and smooth customer service.
- You will coordinate the day-to-day operations of front-line Support Engineers and you will act as the first point of contact within the team;
- You will be the escalation point regarding frontline incidents;
- You will prepare reports on KPIs and OLAs and you will use them with a view to optimizing processes and procedures;
- You will carry out and follow up first-line helpdesk activities from A to Z;
- You will report the most common problems to 2nd line Support Engineers and your Teamlead to look for structural solutions;
- You will support and coach the members of the department and you will coordinate their daily activities;
- You will use your function to support your department by documenting incidents and/or service requests in the ticket management tool, by reporting on the processed tickets;
- You will write, adapt and extend the documentation used to resolve incidents;
- You will keep your knowledge up-to-date by keeping abreast of changes in the technical documentation to present targeted improvement proposals, and you will validate the proposals so that quality continuously improves.

**Vereiste ervaring**:

- You have a **Bachelor degree or you’re equivalent by relevant professional experience**;
- You have a first **relevant experience as 1st Line Support Coordinator**;
- You are able to guide, to support and to coach employees in the processing of their tickets;
- You are autonomous and you have thorough technical knowledge in IT incident solutions;
- You are able to provide fast and qualitative frontline solutions to minimize ticket processing time and to resolve the incident for the customer / user as quickly as possible;
- You have knowledge of **the ServiceNow system or another ticketing system**;
- **You are fluent in Dutch, French and English**.

**Aanbod**:

- A challenging job in a fast growing and dynamic IT organization;
- An employer with a clear social benefit and a well-defined strategy;
- An intellectual challenge, including the possibility to follow relevant training courses, both internally and externally;
- A competitive salary package included several fringe benefits such as a company car, group
- & health insurance, etc.;
- Very interesting financial compensation if you are not interested to drive a company car, as part of our client’s policy;
- A healthy work-life balance with at least 2 days of telework/week.

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