IT Support Manager

Our client a leading Software Information and Communication Technologies company operates internationally (Athens Brussels Luxembourg Copenhagen Stockholm London Nicosia Hong-Kong Valetta etc). Our client is a renowned supplier of IT services to government institutions multinational corporations public administrations and multinational companies research and academic institutes.

Role Overview

Our client currently has a vacancy for an IT Support Manager fluent in English to offer his/her services as an expert who will be based in Belgium. The work will be carried out either in the companys premises or on-site at customer the context of the first assignment the successful candidate will be integrated with the Development team of the company that will closely cooperate with a major clients IT team on site.

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.