Senior Service Desk Coordinator

other, internal, some experience, internal role

You get energized from bringing structure to challenging environments. Thanks to your efficient organizational and critical thinking skills , you’re able to do this as efficiently as possible. Proactive would also be a key word to discribe yourself. You like to take initiative and always look for opportunities for improvement.

Needless to say, you’re a dedicated people person, in the sense that you get people and know exactly how to engage them to deliver superior customer service. Your effective communication skills definitely add to this.

Who are we?

The internal IT Team is a bunch of enthusiastic colleagues with wide-ranging skills – from administrative support, over helpdesk colleagues, network and infrastructure specialists, application owners, software developers to IT security professionals – we have it all. And there’s 35 of us: team spirit and a vibrant working atmosphere guaranteed!

You’ll be a part of the Internal Contact Center (ICC), that’s responsible for all IT related questions, incidents and service requests. We have ICC colleagues in Belgium, The Philippines and Brazil – and we’re expanding to Asia this year. As a Senior Service Desk Coordinator, your home base will be the Kortrijk office for 3 days a week, where most of your ICC colleagues are located. Working remotely or from our other offices the other two days? It’s up to you! Just so you know, delaware has its offices in Antwerp, Ghent, Kortrijk, Lummen, Liège and Wavre.   

more info about this job?

Contact Paula on LinkedIn

Paula Montes - Recruiter

What will you be doing?

You will be in charge of the daily coordination and organization of the international service desk, focusing on delivering excellent technical and customer service. Your customers? The #peopleofdelaware – about 4,500 end-users. Your main goal is to optimize their end-user experience.

Specifically, you will be managing and streamlining the first- and second-line service desk. In doing so, you effortlessly monitor and balance out SLAs and OLAs. You will also be responsible for mapping out and executing service desk plans. Moreover, through queue management and reporting, you optimize the service delivery process.

Inspiring the service desk team is on your to-do list as well. As a dedicated people manager, you encourage development, organize trainings and improve ways of working. You will also be closely involved in the recruitment of new team members. In other words, as a Senior Service Desk Coordinator, you aspire to build a top-notch service desk team.

Is there a match?

Let’s see. If you…

  • preferably hold a Bachelor’s degree and have at least 3 years’ experience in organizing an international IT service desk. You know the ins and outs of service desk tools, flows and processes.
  • are service minded, customer friendly and also an empathic people manager.
  • can bring structure to challenging environments thanks to your efficient organizational and critical thinking skills.
  • have effective communication and negotiation skills. After all, you will have to tug at many sleeves to get things done.   
  • demonstrate a strong problem-solving mindset. You don’t see problems, only solutions.
  • are prepared to travel from time to time.
  • can express yourself fluently in English, as you will be working in a highly international context. Dutch proficiency would definitely be a plus.

…then you may be the Senior Service Desk Coordinator we’re looking for!

Let's meet up!

Come have a chat with us and tell us all about your skills, talents and previous experience. Are you keen to help us grow our Internal IT Team? Make sure to connect with us if you have any questions whatsoever. Click the Apply now button below and hopefully we’ll get to meet each other soon!

delaware firmly commits to creating an inclusive work environment that empowers all. A diverse workforce is the best guarantee for success for our employees, our customers and our partners.


recruitment process

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