Group IT Service Desk Coordinator
Next to providing an excellent end user support experience as primary goal, the Group IT Service Desk Coordinator’s responsibility is to mature or design processes, tools, and the organizational setup to streamline the day-to-day first- and second line (IT Infrastructure) support activities in an efficient manner, whilst keeping ITIL best practices in mind. You will handle coaching and guiding the helpdesk staff and to ensure all users receive adequate and qualitative support on time. You will take the lead in transforming the support department into a customer first approach way of working.
What do we expect from you?
Tasks & Responsibilities
Define the strategy and governance around topics linked to first- and second line support, for both incidents and service requests. This includes but is not limited to steering the creation of knowledge base articles, structure support related documentation and creation of end-user manuals.
Foster positive end-user relationships and drive customer satisfaction. Analyse, combine, and use feedback from customer satisfaction surveys to increase the overall received CSAT scores.
Take ownership of the IT ticketing tool, evaluate, and adapt process flows and reporting when needed. You will use this tool to work on SLA and KPI management based on the requirements of the company.
Follow-up on open incidents and service requests to ensure they are handled and resolved in a qualitative and prompt manner. You will also check the overall ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
Evaluation of all support requests to find, document and present required changes to the IT Experts and/or IT Management.
Mentor and guide our first line IT staff to further mature and develop their strengths. You will analyse their performance on a regular basis.
Answer, evaluate, and prioritize incoming telephone, e-mail, and in person requests for help from users experiencing technical problems when needed.
Act as the single point of contact in case of escalations and customer complaints. It’s expected from our IT Service Desk Coordinator to handle the complaint till closure and take the necessary corrective actions if needed.
Ensure a balanced distribution of the workload of the helpdesk staff and a permanent presence during working hours.
Anticipate the technological evolutions and roadmaps and analyse market developments suitability for the stow Group environment and match them to our IT support strategy, like for example AI driven ticket handling, chat bots, etc.
Perform intake of requests for new hardware (new hires, hardware refreshes, etc.), analyse demands, order, and follow-up on delivery of the equipment. You must forecast what is needed by when, to be able to have adequate stock to avoid delays in deployment of end-user equipment.
Handle all license management for software on end-user devices and combine and rationalize our software portfolio as much as possible. Interact with our software partner to search for continuous improvement to lower and standardize our software pool.
Bachelor or master’s degree.
3 or more years of relevant experience in a similar role.
Great blend of creative and technical ability is necessary.
Solid and broad technical background with an ability to give instructions to a non-technical audience.
Customer-service oriented with a problem-solving attitude.
Proactive mindset and excellent capabilities to spot opportunities to help the business or the improve our support flows.
Strong customer service orientation (“Customer first” mindset).
Ability to work with demanding users in a fast-moving environment.
Flexible, positive, and open minded.
Excellent communication skills. Comfortable presenting for a large audience and for diverse levels of seniority.
Enthusiastic to work in an international environment, embracing diverse cultures and countries.
Able and eager to learn and evolve your skills.
Driven and enthusiastic team player, who loves to take initiatives.
Fluent in English.
Job complexity and challenges
Working in the Group IT team, the IT Service Desk Coordinator:
Works in a relatively complex organization, where all stakeholders, using the technology in place will need to be aligned, putting the best interest of the company as your primary goal. Understanding cultural differences, as well as respecting local regulations is a key complexity to consider.
Works under supervision of IT management, though requires a self-employed, pragmatic and “can do” work behaviour.
Works in a multi-cultural environment with diverse business maturity levels.
Works in a lean and optimized IT environment in constant evolution to face the change required by the new acquisitions and the business growth environment.
Travel might be needed (Estimated rate: 20%) to supply installations, guidance, and support.
What do we offer you?
An attractive salary based in an international environment.
After 3 up to 6 months getting to know your new job and your colleagues at Dottenijs (HQ), you have the possibility to work in the offices at Sint-Truiden or Zele (in agreement with your manager)