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# IT Support Coordinator - EU countries - Far site (Full remote)

- **Company:** Seidor
- **Location:** Brussel, Belgium (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Confluence, JIRA, Software Documentation, Collaborative Software, Information Systems, Issue Tracking Systems, Microsoft SharePoint, Mttr, Bug Reporting, Wikis, Servicenow
- **Published:** October 26, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=d0d89853dad1ceab

## About the Role

* 17 years of experience in IT support processes (such as L1 and / or L2 support, ticket
triage, escalation or equivalent) and management practices (such as Incident, Request Fulfilment, Problem, Change or equivalent).

 * 17 years of experience creating operational and service quality reports.
 * 7 years of experience using collaboration platforms (such as Confluence, SharePoint,
Teams or equivalent) and with managing documentation and user guides.

 * 7 years of experience in using IT Service Management (ITSM) tools (such as
ServiceNow, Jira Service Management or equivalent) for incident, problem, and request management.

 * 10 years of experience using issue tracking tools (such as JIRA or equivalent) and
collaboration tools (such as Confluence, SharePoint or equivalent) to support planning and delivery.

 * English: level C2

Certificates and/or Standards:

 - One of the following or an equivalent certification:
 * ITIL 3 Foundation
 * ITIL 4 Foundation

Nice to have:

 * 10 years of experience using case management systems or similar, i.e. systems
managing documents and / or files with workflow, business rules, database management and back-office functionality for querying, analysis or reporting.

 * 3 years of experience of EU rules on data protection.

## Description

* Organize, implement, and maintain Information Systems (IS) support processes and knowledge bases to ensure efficient resolution of user issues.
 * Coordinate activities of multi-level support teams (L1-L3) to ensure timely incident and request resolution.
 * Perform IT Service Management (ITSM) activities, including adhering to ITIL practices for incident, problem, and request management.
 * Coordinate with development teams.
 * Coordinate knowledge-sharing platforms (such as wikis, intranet, collaboration tools like MS Teams, SharePoint or equivalent) and ensure content accuracy.
 * Monitor and follow up on service quality by tracking Key Performance Indicators
(KPIs) like First Contact Resolution (FCR) and Mean Time to Resolution (MTTR).

 * Management and follow-up of user requests.
 * Guidance regarding the use of information systems.
 * Manage IS incidents, produce regular incident reports, track root cause analysis and resolution timelines.
 * Develop and maintain user documentation (manuals, quick guides, FAQs) in accessible formats.
 * Design and deliver IS and ICT trainings e-learning, classroom, job aids) and update them periodically.
 * Participation in meetings and trainings with user, contractor teams, other stakeholders.
 * Define, implement, and optimize support processes (ticket triage, escalation, major
incident handling).

 * Support service reporting dashboards for management visibility on SLAs and trends.
 * Act as liaison between users and IT for feedback loops, collecting pain points and
improvement opportunities.

 * Escalate complex technical issues to L2 and / or L3 support or development teams with detailed documentation and reproduction steps