Information Technology Support Manager
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Location:
Brussels, Belgium (Hybrid) (1-2 times per week on-site) Position: B2B Contract Language : English Please Note: Due to security clearance requirements, we can only consider EU Citizens for this position Must work 2 days a week from the end customer's office in Brussels Belgium Description We currently have a vacancy for a IT Support Manager fluent in English, to offer his/her services as an expert who will be based in Belgium. The work will be carried out either in the company’s premises or on-site at customer premises. In the context of the first assignment, the successful candidate will be integrated with the Development team of the company that will closely cooperate with a major client’s IT team on site. Your tasks
• 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. Requirements
• 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.
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