euroclear - Belgium | 2024-07-23 03:56:55

Division: Group Technology Services (GTS)

Please note that this is a permanent position and we do not offer freelance/contract arrangement for the role.

We are seeking a seasoned Helpdesk & Onsite Support Business Relationship Specialist. This role requires a strong background in communication and relationship management with providers, a driven and customer-focused attitude, and proficiency in root cause analysis and data processing. The ideal candidate will excel at dissecting complex issues, identifying recurring problems, and implementing a wide range of solutions. This role is part of the dynamic and collaborative End User Support squad, within the lively End User Tribe of GTS!

Key Responsibilities

• Oversee helpdesk and onsite support operations in collaboration with the core End User Support team, ensuring tasks are resolved and executed within set timelines.
• Act as a key liaison with our external service provider, pushing them to meet and exceed their contractual KPIs.
• Foster a customer-centric culture, leading by example to instill this value in the team.
• Work effectively across departments to improve support and service delivery, ensuring a flawless customer experience.
• Perform detailed root cause analysis to understand underlying issues in helpdesk and onsite support operations.
• Process and analyze data to identify patterns and the most common problems, ensuring a data-driven approach to problem-solving.

Requirements

• Outstanding relationship management skills with external vendors and the ability to hold them accountable to KPIs.
• Ability to build trust, credibility, and confidence; review and/or expand network.
• A customer-first approach with the capability to foster this attitude within the team.
• Strong stakeholder management skills: Build a network of internal relationships across the organization to deliver across domains.
• Collaborative nature with outstanding communication and team management skills.
• Strong background in helpdesk and onsite support with an emphasis on analytical and problem-solving skills.
• Proven ability to perform root cause analysis and interpret data to drive improvements.
• Participate in projects in one’s own domain.
• Autonomy and leadership: Work autonomously within clearly defined targets, with full responsibility for delivery.
• Familiarity with ServiceNow is a plus.

 

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