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Support Desk Supervisor

Support Desk Supervisor

Victor Buck ServicesCapellen, Luxembourg
Il y a plus de 30 jours
Description de poste

You are able to communicate at all levels and your organization skills are just exceptional ! You have experience as an IT Supervisor and you’re ready for a new challenge ? This job is for you !

Support Desk Supervisor (M / F)

Fluent English & French

Victor Buck Services is an innovative and energetic PSF company. To provide dedicated, accurate and efficient service to internal customers, we are looking for an IT trained individual with great client services skills and curious about our business.

The Support Desk team does :

  • Oversee the day to day running of the Victor Buck Services IT systems environment in a PSF context
  • Package deployment via SCCM
  • Contribute to deployment automation
  • Install workstations and laptops and security overview
  • Vulnerabilities assessment and management
  • Manage level 2 incidents with internal ticketing software
  • Assist end-users
  • Maintain documentation
  • Maintain inventory database;
  • Answer the Service Desk phone
  • Monitor daily Service Management processes (incidents, problems, changes,…)
  • Communicate key incident to senior management
  • measure SLAs and KPIs
  • Work with the relevant stakeholders and teams to identify issues and new requirements in order to improve the quality of service
  • Maintain Service management processes documentation
  • Produce statistical reports and KPI to management
  • Conduct testing and application upgrades of the company’s ticketing system SD+

As a Supervisor of the Support Desk Team, you will also :

  • Oversee the day-to-day operations of the team
  • Train, coach and mentor the team members
  • Ensure that customer requests and issues are handled in a timely and professional manner
  • Develop new ways to improve the quality of service
  • Coordinate with other departments within the organization to resolve customer issues
  • Establish procedures to ensure that all customer issues are addressed efficiently, accurately, and consistently
  • Maintain information about new technology developments that may affect the industry or company’s operations

    • To be successful in this role, you need :

  • 2-3 years’ experience in a similar position
  • A degree in Computer Science / Information Technology
  • An outstanding customer service oriented mindset
  • The ability to work in a fast-paced environment
  • Developed prioritization and problem solving skills
  • Strong written and verbal communication skills
  • Be able to communicate technical information to users in a clear manner
  • The ability to work well in a team
  • Great time management skills
  • Fluent written and spoken English and French

    • Top reasons to work with us :

  • To take on challenging projects
  • You like change ? So do we ! We evolve constantly.
  • To join a great team !

    • Please be aware that in accordance with the law of July 23, 2016 we will ask the successful candidate to provide us with a criminal record before the contract’s signature

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    Support • Capellen, Luxembourg