Helpdesk Team Lead Coordinator - ITIL certified


FunctieomschrijvingWe are looking for a Service Level Manager who will strengthen our team of 20 system & network engineers. As a Service Level Manager, you are the link between customers, suppliers and internal colleagues to ensure the Service Level Agreements are met.
• Coordinate client, hosting and network operational teams to ensure that the services supplied to the customer are provided effectively & in a coherent fashion.
• Liaising with the account managers to ensure that requests or opportunities for new service offerings, or expansions to existing services, are processed and presented accordingly.
• Customer-facing responsibilities, ensuring that all aspects of a service are delivered meet expected quality standards, and that SLA and KPI targets are met and preferably exceeded.
• Communicate professionally and efficiently with the customer about ongoing operations and answer any questions or concerns.
• Generate and present reporting data to the client, including tailoring such reporting to the requirements and interests of the client.
• Work with the client, hosting and network operational teams internally to coordinate and develop processes to meet the requirements of the client and to improve existing processes.
• Ensuring customer tickets are responded to and resolved in accordance with agreed service levels.
• Communicating with third parties like technology vendors and application providers.
• Define, own and improve the processes that drive the service delivery to customers.
• Make sure the services are delivered within their scope boundaries and be
prepared to escalate excessive scope breaches.
Profiel• Speak & write fluently English and you have a very good knowledge of Dutch or French (both written & spoken)
• Excellent communication skills
• Customer-focused attitude
• Experience of incident and request management
• Demonstrable experience of explaining technical issues, to both technical and nontechnical audiences.
• Ideally hands-on experience of working in a front-line support, first-line support, or service desk environment.
• Ability to plan and execute basic analysis and/or investigation, with supporting
guidance. Excellent knowledge of Excel or Power BI is required.
• Demonstrates a professional and specialist culture, with a focus on accuracy of output
• Demonstrates competence across all basic analytical and/or investigative areas, and is developing specialist skills
• Offers advice underpinned by professional knowledge
• Identifies and interprets a range of information to make judgements
• Stress-resistant
• Team Player
• ITIL certified
Organisatie- en afdelingomschrijving My client is a consultancy company with 50 employees, to grow up their IT Team, they are looking for a an ITIL certified Service Level Manager or Infrastructure Team Lead Coordinator!AanbodBesides a permanent contract, a competitive salary and extra-benefits, we offer you a
dynamic work environment with smart colleagues in a fast-growing company and clients
with exciting challenges. Our management team encourages individual growth and will
give you the opportunity to be yourself and to develop yourself.
Heb je nog vragen?
Charlotte Ries Senior consultant – IT Infrastructure Specialist +32 490 11 31 35
Helpdesk Team Lead Coordinator - ITIL certified Vacature informatie
IT Infrastructure
Vast contract
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