Job description

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.

Profile

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.

Organisation and department description 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.Offer