Assistant Manager - IT Service Support

John Cockerill, enablers of opportunities

Driven since 1817 by the entrepreneurial spirit and thirst for innovation of its founder, the John Cockerill Group develops large-scale technological solutions to meet the needs of its time: facilitating access to low carbon energies, enabling sustainable industrial production, preserving natural resources, contributing to greener mobility, enhancing security and installing essential infrastructures.

Its offer to businesses, governments and communities consists of services and associated equipment for the sectors of energy, defence, industry, the environment, transports, and infrastructures. With over 6,000 employees, John Cockerill achieved a turnover of € 1,209 billion in 2023 in 29 countries, on 5 continents.

www.johncockerill.com

John Cockerill – Who We Are

Meeting the needs of our time is the purpose of the John Cockerill Group. While the world changes more and more rapidly, it also faces more and more complex challenges: diminishing resources, population growth, globalization of the economy, etc.

At John Cockerill, our ambition is to combine the expertise gained from our long-standing tradition and the technologies born of our spirit of innovation to develop unique large-scale technical solutions. Solutions capable of supplementing the measures to be taken at the political, educational, economic and societal levels.

The services and equipment that we offer are efficient and sustainable. We are now looking for Service Request Support Specialist

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.

Soft Skills

To succeed in this role (Mandatory Requirement):

• 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.
  
  

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.
  
  

John Cockerill offers you career and development opportunities within its various sectors in a friendly working environment.

Do you want to work for an innovative company that will allow you to take up technical challenges on a daily basis?

We look forward to receiving your application and to meeting you!

Discover our job opportunities in details on www.johncockerill.com

---