IT Service Desk Teamleader

The IT Service Desk Team Leaders acts as a collaborative teamlead who has the responsibility for the day-to-day operations of the IT Service Desk, which consists of 3 / 4 IT Operators that support approx. 900 users in different Operations Units.

Maintaining good relations with the different users as well as regular SLA review meetings with our different customers are key in this function.

The IT Service Desk Team Leader reports to the IT Manager KP North-West Europe.

Responsibilities
• Organize and plan the day-to-day operations of the IT Service Desk
• Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance and that standards and processes are followed to provide effective customer service and meet requirements
• Coordinate the performance of services & support to internal clients and ensure that service levels and customer expectations are met
• Implement methodologies to improve first call resolution, manage customer perceptions and build strong internal relationships
• Oversee 100% of the incidents, problems and requests
• Coordinate (and/or solve) urgent and complicated support issues
• Provide data and reporting of KPI’s and trends to IT department and others in regular updates
• Work to make the IT Service Desk the single source of truth and service delivery channel for IT
• Advise management on situations that may require additional client support or escalation
• Pro-actively searches for optimisations within the IT Department by documenting recurring 1ste line or 2e line tasks and transferring them to the ICT Service Desk
• Collaborate with IT colleagues to develop, enforce and document standards and procedures
• Train, coach and mentor Service Desk Operators

The Ideal Candidate
• Two years of experience in a coordinating role or a customer support function
• Customer-service oriented with a problem-solving attitude
• Experience building reports, developing KPI’s, creating policies and procedures
• Excellent verbal and written communication skills and ability to guide and direct with all levels of employees and management. Natural influencer
• Bachelor degree in business, information systems or related discipline, or equivalent
• Ability to explain complex technical issues in a way that non-technical people may understand.
• Ability to adapt to rapidly changing technology and apply it to business needs
• Ability to establish and maintain a high level of customer trust and confidence
• Ability to analyse project needs and determine resources needed to meet objectives and solve problems that involve remote and elusive symptoms, often spanning multiple environments in a business area
• Knowledge of hardware, software, application, and systems engineering
• Team player, organizationally savvy, facilitator and works well with others
• Respected and trusted leader
• Remains unbiased, specific technology- and vendor-neutral — more interested in results than personal preferences
• Displays intellectual curiosity and integrity
• Motivated by long-term results and achieving targeted business outcomes
• Dutch & English language skills required

About Q8

As a global company, Q8 is one the top fuel providers in Europe. Counting over 5000 service-stations and fuel delivery to professional end-users and resellers, Q8 is one of the largest fuel players in the European market. Specifically for the transport sector, Q8 has 600 International Diesel Services (IDS) stations in Europe. In 2019, Q8 was elected Best Fuel Brand in Belgium.

The business and service of Q8 go beyond just fuels. Q8 is also active in the production, marketing and sales of Q8 lubricants. In retail, together with Delhaize, Q8 has built a strong network of local "Shop and Go" convenience stores in Belgium and Luxembourg, and thanks to a partnership with Panos, Q8 offers fresh sandwiches and pastries. Additional partnerships with Nespresso and Godiva broaden the convenience offer.

It is Q8's ambition to transform from a fuel & commodity company into a mobility player, with sustainable fuels and services for customers and vehicles, in any form. Q8 therefore continues to innovate and invest in future oriented opportunities, building sustainable relationships with customers, partners, our environment, in fact, society in general. Q8 strives to make every customer journey more sustainable.

 

We offer

Q8 offers you an exciting and responsible position within an international, rapidly expanding company that is one of the market leaders in the fuel sector.

You will be part of smart and sustainable solutions that make our customers’ lives more comfortable. You will discover an innovative, stimulating environment and community, focusing on accountability, collaboration, experimentation, personal growth and development, along with highly motivated and capable colleagues.

In return for your solid commitment, you can count on an attractive salary package including an extensive package of extra-legal benefits, additional vacation days and a work policy that encourages and enables a positive work-life balance through ea. remote work.

Your work home base will be Antwerp.

 

For questions or more information about this position, please contact Nienke Nijdam, Recruiter, +3232413137 or ninijdam@q8.com.

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