Team Leader Service Desk NL/FR

Taken en verantwoordelijkheden

My client, a company in fully expansion is looking to hire a skilled IT Sevice Desk Team Leader to assist their clients with all IT related technical support issues.

• Coordinate the IT Support Engineer team members in their daily duties of attending to clients who come to make inquiries and facilitate good customer service culture in team members
• Evaluate and assess service delivery performance metrics and carry out survey on clients to weigh the level of service delivery in the company
• Keep record of daily operations at the desk for tracking of customer needs, services rendered and future reference
• Create a mode of operations to be adhered to by team members in order to maintain good routine and orderliness
• Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace
• Review all client complaints, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
• Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.
• Ensure that Group’s Standards are met.

Geboden wordt

• A job with multiple variations tasks
• A good salary package with a company car 
• An IT job in a company with fully expansion

Profiel kandidaat

• Bachelor’s degree in information technology or computer science.
• French / Dutch / English written ans spoken
• Knowledge about Service Desk systems and IT Tools, Microsoft Technologies and IP-based protocol, ITSM tool such as Service NOW
• Monitoring tools such as CACTI
• Deployment tools such as BMC
• ITIL Foundation or higher.
• Experience of coaching and/or mentoring staff.
• Experience of managing the work of others.
• Knowledge and experience of best practice in customer service and/or IT service management.
• Ability to work under pressure
• Good time management skills.
• Good interpersonal skills.
• Ability to troubleshoot complex hardware and software issues.
• Excellent written and verbal communication skills.
• Ability to think critically.