We currently have a vacancy for a Support Manager fluent in English, to offer his/her services as an expert who will be based in Brussels, Belgium. The work will be carried out either in the company’s premises or on site at customer premises. In the context of the first assignment, the successful candidate will be integrated in the Development team of the company that will closely cooperate with a major client’s IT team on site.

Your tasks

• Service Desk Coordination: follow up, organization and coordination of the service desk team / shifts / channels according to the performance indicators in place;
• Incident Management end-to-end: engaging with other stakeholders, service desks and teams for an end-to-end ownership follow up of all tickets raised on the relevant information systems;
• Reporting on performance indicators, including definition and follow up of service desk internal ones, such as top 10 offenders, regularly;
• Manages the service desk continuous service and tooling improvement - actions and process;
• Organization, implementation and maintenance of IS Support & IS Service Management;
• Conception and organization of user documentation for information systems;
• Maintain Knowledge Database.

Requirements

• University degree in IT or relevant discipline, combined with minimum 11 years of relevant working experience in IT;
• Good knowledge of ITIL;
• Good reporting skills;
• Knowledge in end user assistance or support of information systems;
• Knowledge of wiki, collaborative sites and social networks;
• Knowledge of SQL;
• Knowledge of standard deployment and release policies;
• Knowledge of ERP systems, especially SAP, would be an asset;
• Reporting, dashboarding and KPI statistics would be an asset;
• ITIL foundation certification would be an asset;
• Excellent command of the English language, French would be an asset.

Benefits
If you are seeking a career in an exciting, dynamic and multicultural international environment with exciting opportunities that will boost your career, please send us your detailed CV in English, quoting reference: (17845/11/2024).
We offer a competitive remuneration (either on contract basis or remuneration with full benefits package), based on qualifications and experience. All applications will be treated as confidential.
You may also consider all our other open vacancies by visiting the career section of our web site (www.eurodyn.com) and follow us on Twitter (@EURODYN_Careers) and Linked In.
EUROPEAN DYNAMICS (www.eurodyn.com)is a leading Software, Information and Communication Technologies company, operating internationally (Athens, Brussels, Luxembourg, Copenhagen, Berlin, Stockholm, London, Nicosia, Valetta, Vienna, Den Haag, Hong Kong, etc.) The company employs over 1000 engineers, IT experts and consultants (around 3% Ph D, 36% MSc and 53% BSc or equivalent). We design and develop software applications using integrated state-of-the-art technology. Our current IT projects have a value exceeding 300 million EURO. EUROPEAN DYNAMICS is a renowned supplier of IT services to European Union Institutions, international organizations, European Agencies and national government Administrations in 40 countries and 4 continents..
As part of our dedication to the diversity of our workforce, we are committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, disability, sexual orientation, gender identity, or religion.

EUROPEAN DYNAMICS (ED) adheres to the General Data Protection Regulation principles by applying its Privacy Policy as published in www.eurodyn.com/privacy. By submitting an application to this position and by sharing your personal data with ED, you acknowledge and accept its Policy and authorise ED to process your personal data for the purposes of the company's recruitment opportunities, in line to the Policy.