Your RoleAre you an experienced Service Desk Coordinator? Would you like to start a new project in an International and Agile Environment? Take a look, this could be interesting for you!Your Responsibilities:Be the point of escalation to end-users, market stakeholders, and both market and HQ management.Crisis management in the case of a serious outage in the area, by chairing and coordinating all crisis resolution activities.Ensuring adequate communication of resolution activities to management as well as the impacted end users.Determination and implementation of the required support strategy for the area of responsibility.Management of relationship with any 3rd party service providers, including KPI review and follow up of any SLA breaches or the implementation of corrective actions in the case of chronic breach of SLAs.Coordination of resolution activities with all internal and external teams involved, such as development teams, project management, business excellence, Operations, IT infrastructure, and market IT teams.Driving root cause analysis and problem creation, investigation, and resolution.Requirements:Excellent Communication skills - both in technical and business process terms.Excellent Stakeholder Management skills.Incident & problem management in a large organization, including incident management systems and tools such as Service Manager, ServiceNow.ITIL practitioner certification level of knowledge of Incident, Request & Problem Management.Some knowledge of ERP business processes in finance, sales and marketing, supply chain and retail as well as middleware and eCommerce knowledge.Able to manage and prioritize a large workload.English fluency is required.French and/or Spanish would be a plus.Equal Opportunity:Why us?Be part of an international, multicultural environment of 7,750 talented people over 60 countries and 5 continents.Join a fast-growing global group with a turnover of €565M and over 1,000 clients across the world.Explore opportunities to grow quickly with a tailor-made career path: 70% of our key senior talent joined the company at entry level.Take advantage of over 500 training courses in our ACADEMY catalogue, which includes programs in interpersonal communication, team management, project management, etc.Get the opportunity to support nonprofit organizations thanks to our Foundation initiatives and volunteering platform OneSmallStep.Depending on your performance and eligibility criteria, you can benefit from international mobility opportunities and progress your career worldwide, and/or experience other departments and sectors.Unlock your full potential, both professionally and personally.
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