IT Service Desk Lead | ITSM & Knowledge Management

ThoughtLabs Belgium; Brussel; Vor Ort; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

ThoughtLabs Belgium is seeking an experienced ITSM professional to organize and support information systems for our business in Brussels. The role focuses on designing and improving ITSM processes and guiding users in IT tools usage.

You will maintain knowledge bases and support documentation, monitor performance metrics, and help continuously improve service quality with IT teams and stakeholders.

Qualifikationen

• University degree in IT with 5 years of IT experience.
• Strong knowledge of ITIL/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.

Aufgaben

• Organise and support information systems for the business.
• Design, implement and improve ITSM processes (Incident, Request, Problem, Knowledge).
• Create and maintain knowledge bases, manuals and wiki pages.
• Guide business users in using IT systems and tools.
• Monitor support performance, ticket quality, resolution times and SLAs.
• Develop and implement relevant support processes.

Kenntnisse

ITSM processes

Incident Management

Knowledge Management

User support

Documentation

Ausbildung

University degree in IT

Tools

JIRA

ServiceNow

SMT

Jobbeschreibung

ThoughtLabs Belgium is seeking an experienced ITSM professional to organize and support information systems for our business in Brussels. The role focuses on designing and improving ITSM processes and guiding users in IT tools usage.

You will maintain knowledge bases and support documentation, monitor performance metrics, and help continuously improve service quality with IT teams and stakeholders.