<p><!--[if !supportLists]-->1. Context of the job</p>

<p>With over 3.400 employees, Cegeka is one of the most important ICT providers in the Benelux. Cegeka develops, implements and manages IT applications and infrastructures for medium-sized and large organizations. Cegeka is also present in several other countries (Italy, Germany, Czech Republic, Austria, Poland, Romania) in Europe and is growing fast in all these countries, especially in Romania.</p>

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<p>For our Iasi location, we&rsquo;re looking for a Service Desk Coordinator who will will play a crucial role in ensuring that the projects delivered from the Service Desk Team in Iasi comply to our internal quality standards.</p>

<p>The Service Desk Coordinator will report hierarchically directly to the Team Lead Service Desk.</p>

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<p><!--[if !supportLists]-->2. <!--[endif]-->Position responsibilities</p>

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<p><!--[if !supportLists]-->&sect;&nbsp;<!--[endif]-->Daily operational follow up of service desk activities:&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</p>

<p><!--[if !supportLists]-->o&nbsp;&nbsp;&nbsp; <!--[endif]-->Ensure that all tickets (incidents, requests and standard changes) assigned on Service Desk groups are actively processed within agreed service levels;</p>

<p><!--[if !supportLists]-->o&nbsp;&nbsp;&nbsp; <!--[endif]-->Act as escalation point for the Incident Managers from Belgium;</p>

<p><!--[if !supportLists]-->o&nbsp;&nbsp;&nbsp; <!--[endif]-->Coordinate SD activities during major incidents.</p>

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<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Reporting on SD performance:</p>

<p><!--[if !supportLists]-->o&nbsp;&nbsp;&nbsp; <!--[endif]-->Daily status report on SD activities;</p>

<p><!--[if !supportLists]-->o&nbsp;&nbsp;&nbsp; <!--[endif]-->Monthly report on service level achievements;</p>

<p><!--[if !supportLists]-->o&nbsp;&nbsp;&nbsp; <!--[endif]-->Trending analysis on number and type of tickets.</p>

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<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Continuous Improvement proposals:</p>

<p><!--[if !supportLists]-->o&nbsp;&nbsp;&nbsp; <!--[endif]-->Draft and successfully implement improvement ideas related to the SD activities;</p>

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<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Knowledge Management:</p>

<p><!--[if !supportLists]-->o&nbsp;&nbsp;&nbsp; <!--[endif]-->Create and maintain work instructions, KB articles, newcomer guides, etc.</p>

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<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Quality checks:</p>

<p><!--[if !supportLists]-->o&nbsp;&nbsp;&nbsp; <!--[endif]-->Perform quality checks on the SD activities.</p>

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<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Transitioning new activities:</p>

<p><!--[if !supportLists]-->o&nbsp;&nbsp;&nbsp; <!--[endif]-->Assist in moving new activities and projects to the service desk.</p>

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<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Functional management of SD agents:</p>

<p><!--[if !supportLists]-->o&nbsp;&nbsp;&nbsp; <!--[endif]-->Functionaly manage a team of SD agents.</p>

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<p><!--[if !supportLists]-->3. <!--[endif]-->Requirements</p>

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<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Strong background and work experience in a service desk environement (3-5 years)</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Experience and proven ability in implementing improvement initiatives</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Demonstrated ability to develop and sustain strong relationships with different roles within a service organization</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Clearly demonstrate a problem solving attitude</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Ability to prioritize and manage deadlines in a fast-paced environment</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->A demonstrated commitment to upholding high professional ethical standards</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Experience in functionaly managing a group of people</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Be energetic, dynamic, positive, enthusiastic and possess the ability to think laterally and act through reasoned decision making</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Possess the ability to implement and manage change in the business</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Possess the willingness to learn, improve and adapt</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->ITIL certification is a plus</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Experience in the dynamic of a cross-cultural organization is a plus</p>

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<p><!--[if !supportLists]-->4. <!--[endif]-->Offer (benefits, bonuses)</p>

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<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Flexible working environment within a dynamic team</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->We leave you room to balance your work and private life - 22 days as annual vacation + additional vacation days according to the internal policies</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Access to various training programs (soft and hard skills trainings, according to the internal policies)</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Continous learning and improvement activities</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Private medical subscription, you can choose from 2 providers</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Meal tickets</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Free Gym Subscription- fitness, aerobic, pool (according to internal policies);</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Massage within the company premises</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Team events (teambuildings, team hangouts, Christmas party, etc.)</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Relaxation room (foosball, darts, boardgames, X-box)</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Long term career development programs</p>

<p><!--[if !supportLists]-->&sect;&nbsp; <!--[endif]-->Being part of an international growing organization with Belgian roots</p>
