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Incident Manager - French - Dutch - English - Permanent - Belgium

Robson Bale Ltd

Posted on Jul 17, 2021 by Robson Bale Ltd

Not Specified, Belgium
IT
Immediate Start
Annual Salary
Full-Time


Incident Manager - French - Dutch - English - Permanent - Belgium

Robson Bale are looking for a French, Dutch and English speaking Incident Manager to come on board for either a permanent or fixed term opportunity in Belgium.

Permanent opportunity, excellent salary

Candidates MUST speak French, Dutch and English for this role

Incident Management:

  • Record all issues and manage processes to restore normal service operation as quickly as possible. This to minimize impact on business operations.
  • Manage Technical Support Teams.
  • Analyse and reroute all incoming incidents across the different IT Teams.
  • Track incidents and ensure resolution.
  • Identifying incidents which need special attention or escalation.
  • Managing major incidents.
  • Following defined escalation path when needed, as defined in the escalation policy.
  • Rerouting misdirected incidents that have not been handled in a timely manner.
  • Manage/Analyse NPS score of IT Service desk (promotors, detractors, neutrals, trendspotting,...)
  • Detractor avoidance and monitoring of recurring detractors
  • Send personal communications to end-users through mail or telephone
  • Meet with end-users about their logged incidents
  • Provide training to the team (retail, ACE/customer support training, created full onboarding training guide,...)
  • Manage different projects
  • POC 1st line (breaks, technical/quality questions, admin times, ..)
  • Escalation management
  • Planning
  • Welcome new hires and guide them with our internal onboarding planning
  • Keeping IT on the radar (communication to Telenet about what we do)
  • Make reports per Agent every 3 months and discuss their individual NPS
  • Coaching 1st and 2nd line engineers
  • Retail service meeting all about issues in Telenet/Base Stores
  • Create, review, manage and update internal and public knowledge articles in knowledge base
  • Outbound calls to give end-users extra support
  • Take Call overflow if needed
  • Working on general BAU
  • Sporadically VIP support
  • Keeping general overview of service desk performance on a daily basis (dashboards)

Problem Management:

  • Manage and establish processes to prevent problems from arising.
  • Ensures reactive and proactive management of IT problems and known errors.
  • Coordinating & communicating to involved IT Teams, including suppliers and external teams, to ensure timely resolution of problems.
  • Closes all problem records.

Other Tasks:

  • Coaching & Training of IT Support Engineers (First and Second Line).
  • Assist & Provide Support on IT Projects.

Permanent opportunity, excellent salary

Candidates MUST speak French, Dutch and English for this role

Incident Manager - French - Dutch -English - Permanent - Belgium




Reference: 1257708561

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