Support and Service Coordinator (ITIL)

Support and Service Coordinator (ITIL)

Netcompany

Brussels, Belgium

Job Description

Are you ready to discover the role of a Support and Service Coordinator in Netcompany?

We are seeking a highly organized and experienced Support and Service Coordinator to manage the delivery and quality of our Information Systems (IS) support services. This role is crucial for ensuring effective coordination between support and project teams, maintaining service quality, and providing excellent user assistance.

As a Support and Service Coordinator, you will:

• Oversee the organization, implementation, and maintenance of IS support;
• Coordinate internal support teams and external project teams to ensure seamless service delivery;
• Manage and follow up on user requests, provide guidance on information system usage, and manage IS-related incidents, including organizing the reporting process;
• Participate in the conception and organization of user documentation and manage the conception and delivery of IS and ICT training programs;
• Elaborate and implement relevant support processes to enhance efficiency and service quality;
• Monitor and follow up on overall IS service quality;
• Coordinate and manage collaborative tools, including wiki sites, collaborative sites, and social networks;
• Actively participate in user, service, and project meetings.

Qualifications

What would make you a fit for the role:

• Bachelor's degree in Information Technology, Computer Science, or a related field + 12 years of experience in an IT Service Management, IT Support, or Coordination role;
• Proven knowledge in end-user assistance or support of information systems;
• Good knowledge of ITIL principles and processes, related certifications are preferred;
• Familiarity with collaborative platforms, including wiki sites, collaborative sites, and social networks;
• Ability to clearly and effectively communicate technical information to both technical and non-technical stakeholders;
• Proven ability to manage multiple priorities, projects, and deadlines in a fast-paced environment;
• Ability to coordinate and motivate diverse support and project teams without direct managerial authority;
• Excellent communication skills in English; French is highly desirable.