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Service Desk Coördinator @ Ardo

AM.S03282

Function

Ardo is a rapidly growing organisation and is evolving from a rather decentralised SME to a centrally managed market leader. The growth and scale of the organisation means that there is a need for the business operations, as well as the IT landscape, to evolve further in line with this new reality. 

Ardo is investing heavily and in the coming years wants to focus strongly on further standardisation and automation to create a central IT infrastructure with group services. The ambition is to divide the IT Infrastructure & Services Team into various competence centres that will consist of System Engineers, level 2 Service Engineers and external consultants:
– Networking, firewalls, security
– Compute: servers, data centre, backup, Azure
– Office 365, Sharepoint, Teams
– End-point: PCs, software, packaging 

As a Service Desk Coordinator you are responsible for the design and management of a proactive IT Service Team that focuses on the technical support of the sites in Belgium (Ardooie, Koolskamp, Geer, Kortemark), France and Germany. You do this from the home base in Ardooie. 
You take charge of the Service Desk Team and together with your fellow Service Desk Engineers you are the first point of contact for the business, whereby providing excellent customer and technical service is central. In addition, as coordinator of the Service Desk Team, your main focus is to deliver the best employee experience with a "first time right" mindset. You achieve this by dispatching & prioritising requests, improving end-user documentation, reporting and identifying improvements.
You like to think along: based on analysis you offer insights on where you can improve as a team both technologically and operationally. In addition, you work closely with both the application and the infrastructure departments in the context of projects and optimisations.  
Ardo is growing rapidly, which means that the IT landscape for which you provide support is also developing rapidly. Ardo expects you to think along and to help implement the future vision for the service desk together with your colleagues.
 

Tasks and responsibilities

  • You maintain close contacts with internal and external parties, with customer satisfaction being your first priority;
  • You organise and facilitate the (end) user's first point of contact for reports, questions and problems with/about the ICT service, actively thinking along and offering solutions that improve the service to the (end) user;
  • You are responsible for the distribution of tasks between the different competence centres of the service team, ensure that everything is carried out in line with the SLAs and you are responsible for the follow-up of tickets;
  • You organise and ensure good dispatching and follow-up within the team and to other departments in order to provide a fast and customer-friendly service to the (end) user;
  • You coordinate the internal operation of the Service Desk and report on trends and team performance;
  • You translate problems to the internal IT department, build and monitor procedures; 
  • You initiate a team culture in which ownership, continuous improvement, helping each other and customer focus are central, under the motto "one team, one service".
  • You inspire the team and each individual to develop further. You act as a sounding board and coach for the employees.
  • You are responsible for the effective, efficient and customer-friendly handling and resolving of reports, questions and problems with/about the ICT service in real time as planned, whereby you determine the means of resolving the issue on the basis of a diagnosis;
  • You ensure that all user notifications about IT issues are documented; 
  • You carry out operational and project assignments for setting up, expanding and improving the ICT service;
  • You also participate in standby duty, together with your team members.

Profile

  • You have a degree in IT or at least 5 years of relevant work experience, preferably in a rather coordinating role
  • In addition, you have a broad knowledge of IT and are willing to immerse yourself in the underlying business or processes;
  • You preferably have sufficient experience with a service desk methodology (preferably ITIL) and have a strong feeling for service. Your actions are customer-oriented and you apply the "first time right" principle;
  • You are familiar with the following applications:
  • Microsoft operating systems, back office, and application software;
  • Collaboration tools (Office 365, Teams…);
  • Management software (Active Directory, SCCM, SOTI MobiControl);
  • Office and factory equipment (hand scanners, printers);
  • You can identify problems critically and come up with solutions quickly; 
  • You are good at coordinating; 
  • Above all, you are a true coach and you love to bring out the best in people. You manage to install an inspiring and motivating culture.
  • You have an eye for detail and deliver quality to the end user;
  • You are stress resistant, dare to take initiative and work autonomously but with a strong sense of teamwork and cooperation;
  • You are organised and structured and you anticipate and manage your time efficiently;
  • You express yourself clearly both verbally and in writing and are able to understand, translate and respond to the needs of (future) users; 
  • You are patient and stress resistant.

Offer

  • You will be working in an international, decisive and innovative environment;
  • Ardo gives you the opportunity to play a pioneering role in a company in full technological evolution;
  • At Ardo you will find the best of both worlds: a dynamic family business and an international environment;
  • You are a pivotal figure and independently develop improvement proposals;
  • The brand new head office in Ardooie is easily accessible and free of traffic jams;
  • Your knowledge, skills and dedication are just some of the driving forces of Ardo; 
  • You will find a challenging and fascinating work environment to support your professional and personal growth;
  • An attractive salary with fringe benefits is part of the deal. Ardo takes care of their people by offering the flexibility to work 2 days/week from home.

Keywords

Helpdesk & Technical Support, Microsoft, Helpdesk Manager, Cloud, Azure, Office365

Service Desk Coördinator @ Ardo

Ardo is the European leader in fresh frozen vegetables and fruit. The organisation employs 4,000 people in 21 production sites in 9 different countries, mainly in Western and Southern Europe. The family business (100% family-owned: Haspeslagh family) is active as a sales organisation in 100 countries worldwide and has a turnover of 1.1 billion euros. The brand name Ardo stands for quality, service, flexibility and innovation. Ardo has undergone an organisational metamorphosis in recent years. In this context an ambitious digital programme has been designed and a Service Desk Coordinator is being sought. This position is a newly created role that fits in with the group's ambition to optimise the operation of the IT Infrastructure & Services team.

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