Spain Job Openings

Penguin Formula

Service Desk Manager (hybrid, Valencia / Spain)

FULL TIME

September 23, 2024

Company Description
We Cooki T is an international software house that delivers software development to its corporate customers by providing highly skilled, communicative IT professionals to build their customized products through outsourcing, nearshoring and turn-key projects’ solutions.
How do we differentiate ourselves? By investing in the professional growth and personal care of our software developers. We provide them with a premium service so that they can do the same for our customers.
Our talented team holds software engineers and sales experts, spread across offices in Europe and South America, and we represent a go-getting and driven company who aims to be an inspiring software house, knowing our future relies on IT.
We Cooki T stand for growth, support, dynamic, companionship and communication. Our head office is located in Portugal in the heart of Lisbon (Avenida da Liberdade) and we work mainly for the European market.

Job Description

We 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.

Qualifications

Minimum 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.

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