[Zfm-150] - Service Desk Manager (Hybrid, Valencia / Spain) - Aplicar

Job DescriptionWe are seeking a talented Service Desk Manager willing to relocate to or currently located in Brussels, Belgium.The Service Desk Manager will manage support services for internal and external users through a centralized Service Desk. The role's primary objective is to deliver a single point of contact for end users, ensuring the efficient communication and integration of business processes within the service management framework.This role requires a proactive and customer-oriented individual who can handle multiple support requests while ensuring high service quality.The Service Desk Manager will play a pivotal role in maintaining smooth operations and enhancing user satisfaction through effective service delivery and communication.Tasks and Responsibilities:Operate the Service Desk tool to manage incidents and requests.Record, analyze, and follow up on incidents, user requests, and bug reports.Provide regular reporting on user calls, incidents, and problems.Keep users informed about the status of their requests and system changes.Conduct training for users on system functionalities and best practices.Write clear, concise documentation for the use of information systems.Participate in user, service, and project-related meetings.QualificationsMinimum 8 years of relevant studies and/or professional experience after secondary school, covering various aspects listed in the knowledge and skills section.At least 4 years of IT professional experience, covering half of the skills mentioned below.A minimum of 2 years of relevant professional experience as a business analyst, senior analyst developer, or in a similar role.Extensive experience in help-desk services and support environments.Working knowledge of relevant software, hardware, and equipment operations.Familiarity with the operating systems and platforms in use.Expertise in user support and technical documentation writing.Strong communication skills, with the ability to convey complex information to users in an understandable manner.Proficiency in English, as support and documentation must be provided in English.Knowledge of ITIL service management methodology.Proficiency in MS Office for office automation tasks.Additional InformationInterested? We are looking for your application with attached CV to discuss further.
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