Its Group Benelux

il y a 1 semaine


Brainel'Alleud, Belgique ITS Group Benelux Temps plein

Overall purpose of the job

Be the single point of contact for users in country of operation for all IT related issues. Ensure all incidents and requests follow group processes and are logged in Cherwell with a unique reference number provided. Minimise the impact of IT incidents by resolving first time where possible and involve appropriate IT resources if incident or request falls outside of direct responsibility or skill set. Ensure IT services are in line with Service Level Agreements and meet or exceed business expectations.

Tasks

Minimise the impact of incidents by resolving first time when possible (target >60%)

Involve appropriate IT resources in incidents and requests when issues fall outside of Service Desk responsibilities or skill set

Maintain a high level of customer awareness and focus by communicating regularly with other Service Desk team members and IT teams

Ensure service is delivered in accordance with SLAs

Escalate incidents and / or requests to the Service Desk Team Leader or Country Operations Manager when required

Contribute to performance against Service Desk KPIs detailed in the Global KPI Score Card

Use, promote and contribute to the Global Knowledge Base

Be proactive in preventing incidents where possible, react to monitoring alerts from Solar Winds or other tools efficiently

Provide input to incident and service reviews to the Country Operations Manager when requiredContribute to the ongoing development and administration of the Service Desk call logging software (Cherwell)

Ensure Service Desk processes are adhered to within the requirements of Internal Audit

Contribute to the ongoing development of Service Desk processes.

Minimize unresolved Service Desk calls

Manage the Service Desk mailbox in a professional and consistent manner that ensures user incidents, requests and queries are dealt with efficiently

Contribute to projects as required by the Country Operations Manager

Contribute to the ongoing development of Service Desk reports in line with changing needs of IT and the business

Personal qualities / Experience required

Customer focused and service orientated

Excellent communication skills (language specific French); also must be able to communicate well in English (verbally and written)

Excellent interpersonal skills required; able to work well in the overall team

Aware of the importance of SLA's and Key Performance Indicators (KPI's); experience of performing in line with documented SLA's

Solid understanding of how IT infrastructure components support the business

Pro-active style

Positive attitude

Articulate and methodical

ITIL support and delivery processes (desirable)


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