Service Desk Specialist

Uni Systems

Brussels, Belgium

Description

At Uni Systems, we are working towards turning digital visions into reality. We are continuously growing and we are looking for a Service Desk Specialist to join our UniQue team.

What will you be doing in this role?

Create, curate, and maintain the service desk knowledge base(s) and knowledge artefacts, including coordination thereof, with a view to a direct impact on first call closure especially after major releases.
Lessons learned and Complaint handling process coordination.
Participation to 2nd line activities such as new release testing so to proactively update the knowledge articles.
Provide first level support to end-users
Coordination between the project team and the service support team.
Organization, implementation, and maintenance of IS Support.
IS service management.
Provide users with the required information and manage the information sites.
Management and follow-up of users’ requests.
Participation in user, service, and project meeting.
User guidance and information mostly for financial information systems.
Follow-up of service quality.
Management of incidents related to information systems, organization of the reporting.
Conception and organization of user documentation for information systems.
Maintain Knowledge Database.

Requirements

What will you be bringing to the team?

Bachelor degree in IT and minimum 9 years of professional experience in IT.
Knowledge in end user assistance or support of information systems.
Good knowledge of ITIL.
Good reporting skills.
Working knowledge of SQL (Structured Query Language).
Knowledge of ERP SAPR3/SAP4HANA.
Reporting, dashboarding and KPI statistics will be an asset.
Knowledge of wiki, collaborative sites and social networks.
Knowledge of ERP systems, especially SAP, will be a major advantage.
Knowledge of ABAC would also be an advantage.
ITIL foundation certification will be considered an advantage.
Fluent in English at least at a level B2, French will be considered an advantage.