IT Support Manager
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Job type
Full time/Permanent
Location:
Brussels, Belgium Workplace: Onsite Please note that we can consider only EU candidates for this position due to security clearance. 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. Responsibilities 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.
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