Assistant Manager - IT Service Support

Job Profile: As a Service Request Support Specialist, your primary role will be to provide technical and functional support to company end-users to address their service requests. You will be responsible for handling user requests related to IT services, troubleshooting technical issues, and coordinating with other team members to ensure efficient and timely assistance. What is our challenge for you Technical Complexity: The role involves dealing with a variety of service requests, which can be technically complex and require a deep understanding of IT systems and internal processes. Problem-Solving: You will regularly diagnose and resolve issues related to service requests, ensuring they are addressed effectively and satisfactorily for users. Interdepartmental Collaboration: Working with other team members as well as different stakeholders to ensure resolution of service requests can be challenging due to the coordination required and the diverse requirements of users. Opportunities: Skill Development : This role offers an opportunity to enhance technical and functional skills in service request support, as well as in related areas such as IT service management tools and collaboration platforms. Cross-Functional Exposure : By working with different teams and handling a variety of requests, you will have the opportunity to understand various aspects of the business and contribute to its growth. Impact : By ensuring effective support of service requests, you will directly contribute to the operational efficiency of the company and end-user satisfaction. Career Advancement : Mastery in this role could open doors for advancement into roles with more responsibility within the IT department or the organization as a whole. What can we offer for you Our company values teamwork, innovation, and dedication. We offer a supportive and collaborative work environment where everyone is encouraged to share their ideas and contribute to our success. To succeed in this role (Mandatory Requirement): Soft skills: Excellent problem-solving skills Good oral and written communication skills Customer and service oriented Team player, sharing information spontaneously Pragmatic and solution-oriented Organized and rigorous Available and flexible Autonomous, self-taught, responsible Technical skills: Computer technician or equivalent experience At least 3 years experience in a similar role in an internationally distributed organization. Fluency in English (spoken and written) Good knowledge of Office 2021, 365 Good knowledge of Windows 10, 11 Good knowledge of PC hardware and peripherals Proficiency in managing users, computers and groups in Active Directory and Azure Active Directory. Proficiency in managing email addresses and shared mailboxes and distribution lists in Exchange On-Premises and Online. Good knowledge in Microsoft 365 administration (Teams, Sharepoint Online, Onedrive) Assets: Windows Server System Center Configuration Manager Basic routers and switches ITIL Atlassian suite (Jira, Confluence Experience in providing technical support to European clients. Fluency in French and English, both written and spoken. Accountabilities and decisions: Providing technical and functional support to end-users to address their service requests. Diagnosing and resolving issues related to service requests. Collaborating with other team members to ensure efficient resolution of requests. Assisting users in understanding and effectively using IT services. Escalating and following up on requests with second- and third-line support as needed. Participating in testing and quality assurance of custom-built applications and integrations. Ensuring users adhere to established governance policies and standards. Participating in root cause analysis and incident reporting. Identifying, diagnosing, and resolving incidents within target SLAs. Maintaining or improving internal customer satisfaction scores. Deliverables: Structured and systematic analysis of service requests. Structured and systematic analysis of incidents. Timely resolution of service requests within agreed SLAs. Maintenance and creation of new documentation in the ICT knowledge base. Redaction of documentation in the internal knowledge base and/or customer-facing Help Portal.