IT Support Coordinator

pWe want you to be a part of our team as an bIT Support Coordinator for a Full remote position with Europe. /b /p pAt SEIDOR, we drive transformation and competitiveness through technology, innovation, and a strong focus on people. With more than 8,000 professionals across 45 countries, we are a diverse and inclusive organization committed to equal opportunities, continuous growth, and sustainable development. /p pbARE YOU UP FOR THE CHALLENGE? /b /p pbWHAT WILL YOU DO IN YOUR DAY-TO-DAY? /b /p ul liOrganize, implement, and maintain Information Systems (IS) support processes and knowledge bases to ensure efficient resolution of user issues. /li liCoordinate activities of multi-level support teams (L1-L3) to ensure timely incident and request resolution. /li liPerform IT Service Management (ITSM) activities, including adhering to ITIL practices for incident, problem, and request management. /li liCoordinate with development teams. /li liCoordinate knowledge-sharing platforms (such as wikis, intranet, collaboration tools like MS Teams, SharePoint or equivalent) and ensure content accuracy. /li liMonitor and follow up on service quality by tracking Key Performance Indicatorsbr/(KPIs) like First Contact Resolution (FCR) and Mean Time to Resolution (MTTR). /li liManagement and follow-up of user requests. /li liGuidance regarding the use of information systems. /li liManage IS incidents, produce regular incident reports, track root cause analysis and resolution timelines. /li liDevelop and maintain user documentation (manuals, quick guides, FAQs) in accessible formats. /li liDesign and deliver IS and ICT trainings e-learning, classroom, job aids) and update them periodically. /li liParticipation in meetings and trainings with user, contractor teams, other stakeholders. /li liDefine, implement, and optimize support processes (ticket triage, escalation, majorbr/incident handling). /li liSupport service reporting dashboards for management visibility on SLAs and trends. /li liAct as liaison between users and IT for feedback loops, collecting pain points andbr/improvement opportunities. /li liEscalate complex technical issues to L2 and / or L3 support or development teams with detailed documentation and reproduction steps /li /ul h3Requirements /h3 ul li17 years of experience in IT support processes (such as L1 and / or L2 support, ticketbr/triage, escalation or equivalent) and management practices (such as Incident, Request Fulfilment, Problem, Change or equivalent). /li li17 years of experience creating operational and service quality reports. /li li7 years of experience using collaboration platforms (such as Confluence, SharePoint,br/Teams or equivalent) and with managing documentation and user guides. /li li7 years of experience in using IT Service Management (ITSM) tools (such asbr/ServiceNow, Jira Service Management or equivalent) for incident, problem, and request management. /li li10 years of experience using issue tracking tools (such as JIRA or equivalent) andbr/collaboration tools (such as Confluence, SharePoint or equivalent) to support planning and delivery. /li /ul pbCertificates and/or Standards: /b /p pOne of the following or an equivalent certification: /p ul liITIL 3 Foundation /li liITIL 4 Foundation /li /ul pbNice to have: /b /p ul li10 years of experience using case management systems or similar, i.e. systemsbr/managing documents and / or files with workflow, business rules, database management and back-office functionality for querying, analysis or reporting. /li li3 years of experience of EU rules on data protection. /li /ul