Job Summary: Act as the focal point in the user support model, ensuring organization, standardization, and sustainability of Service Desk routines and support processes. Key Highlights: 1. Focus on Service Desk organization and standardization. 2. Monitoring of incident and request workflows. 3. Mapping and continuous improvement of operational processes. **Description and Responsibilities:** **Working Hours:** Monday to Friday, from 09:00 to 18:00, with a 1-hour lunch break **Level:** Professional **Employment Type:** Permanent – CLT Hello! We are Concept, a company specializing in insurance and credit services. Equity \& Inclusion is a cornerstone of our group’s culture! Therefore, we value the participation of all individuals in our selection processes, regardless of race, gender, disability, religion, socioeconomic status, gender identity and expression, sexual orientation, or age. Through the WE – Wiz Everywhere program, the work model is adapted to the reality of each role. This position is part of the WE Flex model, meaning you will work 3 days onsite at our offices and 2 days remotely from home. **Main Job Responsibilities:** Act as the focal point of the user support model, ensuring organization, standardization, and sustainability of Service Desk routines and support processes. You will be responsible for operating and enhancing the ITSM tool (service catalog, SLAs, queues, forms, and knowledge base), ensuring high-quality incident/request registration, consistency in handling, and full traceability. Monitor incident and request workflows daily, performing triage, categorization, prioritization, and routing to responsible teams (L1, L2, and interfaces with L3\), tracking deadlines and SLAs, and ensuring timely, clear, and structured communication with requesters. Support operational alignment among support teams, internal departments, vendors, and administrative areas, ensuring that information, deadlines, and decisions are properly documented in the ITSM system and supporting controls. Map and maintain operational support processes (workflows, procedures, standards, and routines), proposing improvements to reduce rework and enhance service quality. Support asset and administrative demand management related to support (e.g., needs assessment, organizing requests, tracking deliveries, updating controls), interfacing with procurement/administration/finance teams. Monitor and consolidate operational KPIs (SLA, volumes, response times, backlog, efficiency), preparing reports for operational oversight. Support organizing operational meetings (agendas, minutes, decision records, action tracking), contributing to compliance with standards, policies, procedures, and contracts, while identifying process risks and deviations. **Requirements:** **Mandatory Technical Requirements:** * ITIL Foundation certification (mandatory); * Experience in structured support/operations, including triage, prioritization, routing, and tracking of tickets (incidents and requests); * Hands-on experience with ITSM tools (ticket creation, categorization, queues, SLAs, reporting, and knowledge base); * Ability to organize and sustain support operations, ensuring standardization, documentation, and traceability; * Experience consolidating operational metrics and reports (SLA, backlog, response/solution time, volume); * Proficiency in Excel and data controls (spreadsheets, tracking, consolidation, and presentation). **Desirable Technical Requirements:** * Experience with TOPdesk (administration/parameterization of ticket module, service catalog, SLAs, and knowledge base); * Experience managing assets (inventory, movements, records, and integration with support); * Experience in continuous process improvement and standardization (e.g., developing/organizing workflows, templates, articles, and procedures); * Familiarity with environments governed by service contracts, compliance, and audit requirements (documentation and execution control); * Additional knowledge of BPM/COBIT (desirable), with emphasis on support governance and quality. **Benefits:** Medical insurance, Dental insurance, Gym allowance, Daycare allowance, Internal benefits, Profit sharing, Life insurance, Meal voucher, Food voucher