For out client EC we are looking for Support Manager
1. DESCRIPTION OF THE TASKS
Following tasks will be performed by external service provider:
• Organisation, implementation and maintenance of (IS) support.
• Follow-up of service quality.
• Management and follow-up of user requests.
• Guidance regarding the use of information systems.
• Management of incidents related to information systems; organisation of the reporting.
• Identifying the services needed to ensure stakeholder satisfaction.
• Assistance in meetings with simultaneous interpretating delivery platforms (SIDP).
• Participation in tests and trainings in the use of meeting rooms and virtual platforms.
2. KNOWLEDGE AND SKILLS
Following skills and knowledge are required for the performance of the above listed tasks:
• Proven knowledge in end user assistance and support of information systems.
• Knowledge of the office automation tools used in the contracting authority (MS-Office).
• Capability of integration in an international/multi-cultural environment, rapid self-starting
capability and experience in working in teams.
• Ability to work with a ticketing system (ServiceNow is a plus).
• Excellent communication / writing skills.
• Customer oriented service and good team spirit.
3. Specific Expertise
Following specific expertise is mandatory for the performance of tasks:
• Knowledge of IT equipment in meeting rooms, and of multimedia technologies.
• Knowledge of audio-visual equipment.
• Knowledge of ServiceNow (ticketing tool), Horizon, MIRA and Coral.
• Experience in end user assistance or support of information systems.
4. Certification and Standards
N/A
5. Service Delivery
The services are by default performed on-site for all activities requiring troubleshooting/testing/validating of the developed code within its specific environment it has to interact.
Once the persons has sufficient know-how of the environment a schedule can be established to
perform a certain number of activities remotely. The presence scheme on-site/remotely can vary
based on the service needs/workload and is established on a monthly basis