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Role purpose:

Increase the effectiveness of the IT Service Desk activities by designing, creating and maintaining operational reports and real-time dashboards.

Main responsibilities:

  • Extract, compile and interpret key operational and statistical data. Ultimately, s/he will be responsible for the overall approach to reporting and analysis within the IT Service Desk
  • Develop new processes to increase the effectiveness of reporting and consolidate & maintain the reports
  • Collect requirements, develop and maintain new standardized reporting on a routine basis, ., define, create, automate, and maintain operational recurring reports.
  • Maintain a reporting schedule and documentation of reporting procedures. Will also build audit process to ensure data integrity and efficiency.
  • Perform ad-hoc duties in accordance to business needs.
  • Participate to operational meetings for reports analysis.


  • University graduate in information technology or similar
  • Experience in the IT industry
  • English (B2 or above)
  • Any other foreign language is a plus
  • Business intelligence, analytics, big data, etc.  prior exposure
  • Previous experience in optimizing and automating manual reports
  • BMC Remedy Suite / ITSM knowledge
  • SAP Business Objects and/or SAS
  • At least one object oriented programming language
  • PL/SQL
  • Excel-VBA
  • Excellent communication and coordination skills
  • Sense of urgency
  • Ability to influence and lead thinking up to management levels
  • Good presentation skills, negotiation skills and relationship skills
  • Ability to develop and sustain true partnerships in all projects, good team player

 We offer:
-Excellent opportunities for learning and international exposure;
-Exciting new career in a dynamic, growing organization;
-Professional and friendly working environment;
-Competitive package;