Service Desk Analyst Beverwijk • IT Recruitment

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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».