IT Service Desk Specialist Eindhoven

Detachering / Interim
Eindhoven

We are looking for a IT Service Desk (HotSpot Team) with person being based at the Eindhoven office to support on-site & remotely employees in Netherlands and Belgium. This would be a right opportunity for native Dutch speakers who have first IT help desk experience.

Bedrijfsomschrijving

Functieomschrijving

• Analyst would be responsible for handling L1 issues reported with the helpdesk, this may include, but not restricted to the following;
• Receive calls, emails and web-tickets for end users and other Agency Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information;
• Tracking and classifying incoming incidents or service requests, attempting initially solutions;
• Provides initial assessment of categorization and prioritization for reported Incidents;
• Service Requests and provides initial support, targeting a higher level of first contact resolution;
• Ensures Incidents and Service Requests are properly assigned to appropriate support groups;
• Perform hierarchical escalation to Service Desk Management and Incident Management;
• Provide communication to end users concerning the status of Incidents and Service Requests;
• Attending call from Local site – user walk-in support;
• Attending issue over Skype chat / MS Teams;
• Assigning ticket to appropriate team member and If issue resolution beyond Hotspot, then assign ticket concern team;
• Try to resolve the issue based on knowledge base article;
• Tracing the tickets if not closed within same day – with users for user pending tickets and with Analysts if the tickets are active;
• Create and Send daily pending incident reports;
• Create Excel sheets for uploading on feedback website;
• Create tickets with all proper details in one go so that analysts need not seek those details from end users.

Jouw profiel + Functie eisen

• Required fluent language skills in both Dutch and English;
• First experience in IT Help Desk domain;
• Having worked with engineering community before will be added advantage;
• Previous experience as ServiceDesk and/or Service Now tool will be a plus;
• Basic Computer operations;
• MS office with good proficiency in Excel;
• Pleasing personality, customer focus and capability of handling multiple end users;
• Quick learning skills as a lot of engineering topics would need to be understood;
• Availability to work full-time in regular business hours.

 

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