Service Desk Manager - French and/or Dutch Speaking
Service Desk Manager who is fluent in French or Dutch is required to join a world leader in the pharmaceutical sector based in Brussels.
Duties:
1. Managing Service Desk activities, aligned with the general IT vision and strategy.
2. Acting as escalation point for the supervisor.
3. Undertaking a wider customer services role.
4. Reporting to senior managers on any issue that could significantly impact the business.
5. Taking accountability for incident and service request handling on the Service Desk.
6. Identifying improvement opportunities for inclusion in the continual service improvement plan.
7. Assess and improve Service Desk functioning and processes.
8. Create and distribute management reporting.
9. Liaising with other support teams to ensure good collaboration and improve processes/procedures wherever possible.
10. Owner of the Service Desk knowledge management database.
Knowledge, Skills and Experience:
1. At least 3 years of experience in Service Desk management role in an international company.
2. Strong leadership skills.
3. Structured and organized way of working.
4. Excellent communication and interpersonal skills, both spoken and written.
5. Bilingual French-English.
6. Able to deal with high level escalations.
Education, Qualifications:
1. ITIL v3 Foundations certified.
2. ITIL v3 Operational Support and Analysis certified is a plus.
Please get in touch for further detail on this excellent contract opportunity.
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