Service Desk coordinator

Function

We're looking for a Service Desk Coordinator to join our client's IT support organization. In this role, you'll play a key part in coordinating complex incidents, improving service performance, and driving operational excellence through data-driven insights. You'll work closely with Service Desk teams to ensure high-quality IT support while contributing to the continuous optimization of processes and service delivery.

The Role

As a Service Desk Coordinator, you will combine operational coordination with reporting and process improvement. Your responsibilities will include:

• Coordinating and following up on complex and business-critical IT incidents to ensure timely resolution.
• Monitoring and reducing incident backlogs by proactively managing aged and unresolved tickets.
• Managing hardware-related escalations and ensuring incidents are handled efficiently.
• Extracting and analysing data from ServiceNow and Genesys to produce KPI reports covering areas such as backlog management, SLA compliance, agent performance, and call quality.
• Supporting Service Desk agents with complex cases and helping to prioritize daily operational activities.
• Maintaining and expanding the Service Desk knowledge base by documenting solutions and best practices.
• Ensuring accurate tracking and administration of loaned IT equipment.
• Identifying opportunities to improve Service Desk processes through reporting and operational analysis.

Your Profile

We're looking for a proactive IT professional with strong coordination skills and a passion for service improvement.

• Bachelor's degree in IT or equivalent relevant professional experience.
• At least 3 years of experience within a Service Desk environment, including experience in a coordinating role.
• Proven experience coordinating complex IT incidents within an ITSM environment.
• Strong analytical skills with experience in KPI reporting and data-driven process improvements.
• Hands-on experience with ServiceNow, Excel, and reporting within an IT support environment.
• Experience using telephony platforms such as Genesys for reporting and operational analysis.
• Experience maintaining knowledge bases and technical documentation.
• Fluent communication skills in Dutch, French, and English (minimum B2 level in English and the second national language, with native or C-level proficiency in Dutch or French).
• Willingness to work fully on-site.

Contactperson & Reference

• Reference #: INW26920
• Pieter Messely
• pieter.messely@i4m.be