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ThoughtLabs Belgium

Brussels / Global

Information Technology Support Manager

Job Description

Your tasks

  • Organisation and implementation of support of information systems;
  • Design, implementation and continuous improvement of ITSM processes, including Incident Management, Request Fulfilment, Problem Management and Knowledge Management;
  • Creation, maintenance and continuous improvement of knowledge bases, user manuals, wiki pages and other support documentation;
  • Provision of guidance and assistance to business users in the use of information systems and ICT tools;
  • Monitoring of support performance, ticket quality, resolution times and service levels, contributing to continuous improvement and service quality;
  • Elaboration and implementation of relevant support processes.

Requirements

  • University degree in IT combined with relevant IT professional experience of 5 years;
  • Knowledge in support of information systems;
  • Good knowledge of ITIL/ IT Service Management (ITSM) principles and processes;
  • Experience with Incident, Request, Problem and Knowledge Management;
  • Experience in user support, troubleshooting and stakeholder coordination;
  • Knowledge of wiki, collaborative sites and support documentation;
  • Good knowledge of service management tools SMT, JIRA or SERVICE NOW;
  • Excellent command of the English language.


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