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Support Manager
il y a 1 jour
**Tasks**:
- Organisation, implementation and maintenance of (IS) support and evolution
- Coordination of support teams
- Contribute to IS Service management
- Coordination with the project teams
- Coordination of wiki sites, collaborative sites or social networks
- Follow-up of service quality
- Management and follow-up of user requests
- Guidance regarding the use of information systems / ticketing tool
- Management (process owner) of incidents related to information systems; organisation of the reporting
- Conception and organisation of user documentation for information systems
- Support of IS and ICT trainings organisation
- Participation in user, service and project meetings
- Elaboration and implementation of relevant Service Management processes.
- Contribute to operational documentation and procedures.
**Skills**:
- Autonomous, with strong organisational and time-management skills
- Knowledge of ITIL compliant ticketing user interface ergonomics
- Attention to details
- Knowledge of wiki, collaborative sites and social networks
- Knowledge in user assistance or support of information systems
- Good reporting skills
- Very good communication skills with technical and non-technical audiences
- Analysis and problem-solving skills
- Capability to write clear and structured documents
- Ability to participate in technical meetings and good communication skills
- English & French