Helpdesk Team Lead Coordinator

il y a 22 heures

Bruxelles Anderlecht, Belgique iStorm Temps plein

We are looking for a Service Level Manager who will strengthen our team of 20 system & network engineers. As a Service Level Manager, you are the link between customers, suppliers and internal colleagues to ensure the Service Level Agreements are met.
- Coordinate client, hosting and network operational teams to ensure that the services supplied to the customer are provided effectively & in a coherent fashion.
- Liaising with the account managers to ensure that requests or opportunities for new service offerings, or expansions to existing services, are processed and presented accordingly.
- Customer-facing responsibilities, ensuring that all aspects of a service are delivered meet expected quality standards, and that SLA and KPI targets are met and preferably exceeded.
- Communicate professionally and efficiently with the customer about ongoing operations and answer any questions or concerns.
- Generate and present reporting data to the client, including tailoring such reporting to the requirements and interests of the client.
- Work with the client, hosting and network operational teams internally to coordinate and develop processes to meet the requirements of the client and to improve existing processes.
- Ensuring customer tickets are responded to and resolved in accordance with agreed service levels.
- Define, own and improve the processes that drive the service delivery to customers.
- Make sure the services are delivered within their scope boundaries and be

prepared to escalate excessive scope breaches.
- Speak & write fluently English and you have a very good knowledge of Dutch or French (both written & spoken)
- Excellent communication skills
- Customer-focused attitude
- Experience of incident and request management
- Demonstrable experience of explaining technical issues, to both technical and nontechnical audiences.
- Ideally hands-on experience of working in a front-line support, first-line support, or service desk environment.
- Ability to plan and execute basic analysis and/or investigation, with supporting

guidance. Excellent knowledge of Excel or Power BI is required.
- Demonstrates a professional and specialist culture, with a focus on accuracy of output
- Demonstrates competence across all basic analytical and/or investigative areas, and is developing specialist skills
- Offers advice underpinned by professional knowledge
- Identifies and interprets a range of information to make judgements
- Stress-resistant
- Team Player
- ITIL certified

My client is a consultancy company with 50 employees, to grow up their IT Team, they are looking for a an ITIL certified Service Level Manager or Infrastructure Team Lead CoordinatorBesides a permanent contract, a competitive salary and extra-benefits, we offer you a
dynamic work environment with smart colleagues in a fast-growing company and clients
with exciting challenges. Our management team encourages individual growth and will
give you the opportunity to be yourself and to develop yourself.

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