IT Support Manager
UniSystems S.A.
Luxembourg
il y a 3j

Description

  • Coordination of the support team, follow-up of service quality- Coordination with the project and operational teams- Liaise with internal customers via SMT, phone and email- Receive information about customers’ requests for service and dispatch accordingly to internal teams- Receive, analyse and resolve incidents according to documentation- Management of incidents related to information systems;
  • organisation of the reporting- Escalate unresolved incidents to the relevant internal team- Conception and organization of user guides and web documentation for information systems and services- Based on customer feedback propose improvements on the service provisioning- Participation in user, service and project meetings, keeping the minutes and following up on open tasks

    Qualifications

  • Masters Degree + 13 years of professional experience in IT- Minimum 3 years of experience in service desk or end user assistance- Knowledge of HP SMT, JIRA, Confluence or similar tools- Knowledge of PRINCE2, PMBOK or PM2 would be an asset- Proven knowledge in end user assistance and support of information systems- Proven knowledge of ITIL or ISO20000, through relevant training or certification- Good IT skills- Knowledge of wiki, collaborative sites and social networks- Good reporting methods- Ability to give presentations
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