Service Desk Manager
Anidris Services
Contern, Luxemburgo
il y a 24j

Recruitment circumstances and job description :

  • Drive the performance of Level 1 and Level 2 services & support team (European Team) to clients and ensure that service levels are achieved
  • Ensure that the logging system is used effectively and efficiently by the team and that the tickets are resolved in accordance with SLAs
  • Ensure that client expectations are met or exceeded
  • Ensure that standards and processes are followed to provide effective client service and meet requirements.
  • Monitor the service performance by providing regular data and reporting KPI’s
  • Participate on all the senior management meetings, put forward suggestions on the improvement, changes and trends
  • Develop strategies for improvement
  • Travel to other locations when required
  • Required profile :

  • Proven experience as Service Desk Manager (at least three years’ experience)
  • Technical knowledge : Microsoft server environments (AD, SCCM, Exchange)Microsoft workstation OS and OfficeNetwork and Security conceptsUnified communications equipmentTicketing toolsMDM solutions
  • Highly organized with proven ability to prioritize tasks and manage competing demands
  • Excellent verbal and written communications skills, mature interpersonal communication skills, and ability to clearly communicate verbally and in writing to non-technical stakeholders
  • Experience creating, modifying, enforcing, and reviewing standard operating procedures
  • Comfortable working in high paced environment
  • Fluent in French and in English (written and spoken)
  • Good knowledge of ITIL processes
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