IT Support Coordinator - EU countries - Far site (Full remote)

SEIDOR; Brussel Hoofdstad; Teletrabalho; EUR 70 000 - 110 000; Tempo integral

Resumo da oferta

SEIDOR seeks an IT Support Coordinator to manage IS support processes and knowledge bases for Europe. You will coordinate multi-level support teams, ensure timely incident resolution, and enforce ITIL practices across incident, problem, and request management.

The role involves developing user documentation, delivering IS trainings, and maintaining dashboards to monitor SLA performance. Remote work across Europe is offered to suitable candidates.

Qualificações

• 17 years of experience in IT support processes and management practices (Incident, Request Fulfilment, Problem, Change).
• 17 years of experience creating operational and service quality reports.
• 7 years using collaboration platforms and managing documentation/user guides.
• 7 years using ITSM tools for incident, problem, and request management.
• 10 years using issue tracking tools and collaboration tools to support planning and delivery.

Responsabilidades

• Organize and maintain IS support processes and knowledge bases.
• Coordinate L1-L3 support teams for timely incident resolution.
• Perform ITSM activities following ITIL practices.
• Coordinate with development teams and stakeholders.
• Develop and maintain user documentation and training materials.
• Support service reporting dashboards for SLA visibility.
• Escalate complex issues with detailed reproduction steps.

Conhecimentos

ITSM processes

Incident management

KPI tracking

Stakeholder coordination

Knowledge base management

Formação académica

ITIL Foundation

ITIL 4 Foundation

Ferramentas

ServiceNow

Jira Service Management

Confluence

SharePoint

MS Teams

Jira

Descrição da oferta de emprego

We want you to be a part of our team as an IT Support Coordinator for a Full remote position with Europe.

At SEIDOR, we drive transformation and competitiveness through technology, innovation, and a strong focus on people. With more than 8,000 professionals across 45 countries, we are a diverse and inclusive organization committed to equal opportunities, continuous growth, and sustainable development.

ARE YOU UP FOR THE CHALLENGE?

WHAT WILL YOU DO IN YOUR DAY-TO-DAY?

• Organize, implement, and maintain Information Systems (IS) support processes and knowledge bases to ensure efficient resolution of user issues.
• Coordinate activities of multi-level support teams (L1-L3) to ensure timely incident and request resolution.
• Perform IT Service Management (ITSM) activities, including adhering to ITIL practices for incident, problem, and request management.
• Coordinate with development teams.
• Coordinate knowledge-sharing platforms (such as wikis, intranet, collaboration tools like MS Teams, SharePoint or equivalent) and ensure content accuracy.
• Monitor and follow up on service quality by tracking Key Performance Indicators
  (KPIs) like First Contact Resolution (FCR) and Mean Time to Resolution (MTTR).
• Management and follow-up of user requests.
• Guidance regarding the use of information systems.
• Manage IS incidents, produce regular incident reports, track root cause analysis and resolution timelines.
• Develop and maintain user documentation (manuals, quick guides, FAQs) in accessible formats.
• Design and deliver IS and ICT trainings e-learning, classroom, job aids) and update them periodically.
• Participation in meetings and trainings with user, contractor teams, other stakeholders.
• Define, implement, and optimize support processes (ticket triage, escalation, major
  incident handling).
• Support service reporting dashboards for management visibility on SLAs and trends.
• Act as liaison between users and IT for feedback loops, collecting pain points and
  improvement opportunities.
• Escalate complex technical issues to L2 and / or L3 support or development teams with detailed documentation and reproduction steps

Requirements

• 17 years of experience in IT support processes (such as L1 and / or L2 support, ticket
  triage, escalation or equivalent) and management practices (such as Incident, Request Fulfilment, Problem, Change or equivalent).
• 17 years of experience creating operational and service quality reports.
• 7 years of experience using collaboration platforms (such as Confluence, SharePoint,
  Teams or equivalent) and with managing documentation and user guides.
• 7 years of experience in using IT Service Management (ITSM) tools (such as
  ServiceNow, Jira Service Management or equivalent) for incident, problem, and request management.
• 10 years of experience using issue tracking tools (such as JIRA or equivalent) and
  collaboration tools (such as Confluence, SharePoint or equivalent) to support planning and delivery.

Certificates and/or Standards:

One of the following or an equivalent certification:

• ITIL 3 Foundation
• ITIL 4 Foundation

Nice to have:

• 10 years of experience using case management systems or similar, i.e. systems
  managing documents and / or files with workflow, business rules, database management and back-office functionality for querying, analysis or reporting.
• 3 years of experience of EU rules on data protection.