Service Desk Analyst

Functie Service Desk Analyst
Aanvraagnummer 105823
Expertise Windows, Android, iOS, Microsoft 365, PC and mobile devices
Regio Beverwijk of Moerdijk
Startdatum ASAP
Duur Vast dienstverband
Werkzaamheden

Job Porpose

As part of the Group IT strategy and Eastern, Northern and Southern Europe (ENSE) IT Services delivery, the SDA will join and reinforce a Service Desk Team, of 5 elements as of today, responsible for:

  • Performing as the single point of contact for any IT support matters.
  • Providing the first line support on equipment and applications (belonging to the catalogue) to the ENSE users (~720 users in 11 countries).
    • Incident management: minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
    • Service request management: support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
  • Managing IT Assets (hardware and software): maintain the assets database, capturing key attributes such as ownership and financial value; manage assets life cycle.

Reports to:

The Service Desk Manager ENSE based in Spain (Madrid).

Main organizational relationships

  • ENSE IT Services teams: Service Desk, BI and Business Applications Analysts.
  • GROUP IT Infrastructure team.
  • ENSE business unit users; with special incidence on users based in «The Netherlands and Belgium».
  • Third-party service providers; mainly IT partners performing as third line of support.

Limit of decision

IT support and service delivery procedures.

Responsibility for

  • Incidents and requests fulfilment management, from diagnostic/analyse to closure/delivery for ENSE users according to the SLA and with the right level of communication.
  • IT Assets management.

Job specification

  • Manage tickets backlog (incidents and service requests) and assets within the IT Service Management tool (Easyvista).
  • Participate on problem management: categorisation of incidents; known errors
  • Participate on knowledge management: maintain IT documentation: technical procedures, escalation matrixes, etc.
  • Participate on weekly Service Desk meetings and on other IT meetings when requested.

Incident management

  • Manage – acknowledge, diagnose, resolve, escalate if necessary and close – the team and own backlog of incidents, within the expected delays.
  • Commitment to Critical Incident Management process.
  • Communicate on service outages and system changes when requested.

Service request management

  • Manage – acknowledge, execute and deliver – the backlog of service requests, within the expected delays.
  • Installation and maintenance of IT equipment: PCs, mobile devices, multifunctional printers, switches, wireless access points, telephony systems, etc.
  • Installation and provisioning of access to systems and business applications.

IT Management (hardware and software)

  • Manage and record the life cycle of IT assets contained in the corporate hardware and software catalogues: purchase; delivery reception; affectation to end-users; return to stock and destruction.

Key factors for success

  • Resolve incidents and deliver requests within the expected SLA.
  • Customer/User satisfaction.

Requirements (background experiences, language)

  • Substantial experience in IT support to customers.
  • Excellent technical and computer skills.
  • ITIL (IT Service Management Best Practices Library) notions.
  • Outstanding knowledge of Windows, Android, iOS, Microsoft 365, PC and mobile devices, multifunctional printers, internet, cloud services, VoIP telephony, networking (WAN, LAN, WiFi), security, etc.
  • Customer/Service oriented.
  • Problem-solving skills.
  • Multi-tasking skills.
  • Communication skills. «Dutch» and English speaking and written.
  • Team collaboration: within the team and with other IT personnel.

Environment (special working conditions: travel requirements, shift, disagreeable elements…)

  • Some travel within the country; sporadic travelling for foreign countries.
  • Work from home allowed depending on the context and local HR rules.
  • Offices in «Beverwijk, The Netherlands».

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