Service Desk Analyst, The Hague

Netherlands, South Holland, The Hague
Laatste update 2024-07-22
Vervalt 2024-08-22
ID #2228384739
Service Desk Analyst, The Hague
Netherlands, South Holland, The Hague,
Gewijzigd July 6, 2024


Location: Amsterdam, Netherlands(Onsite)     Graduate with Minimum 3+ years of experience in service Desk   Excellent communication and conversation skills in English with a Versant Score of 70   Good Knowledge of Incident, Change and Problem Management   Manage Service Desk activities, including: o   Owning overall responsibility for Incident and Service Request process handling on the Service Desk o   Liaise with the Service Manager o   Help with the development and issuance of Service Desk Operational Reports o   Liaise with the designated Change lead as requested.

  Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etc   Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priority.

  Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanism.

  Analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.

  Attend voice calls.

  Good Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.

  Use Remote Desktop to assist the end users as required.

  Good Knowledge on O365 products.

  Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure   Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.

  Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issues   Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.

  Proactive problem management is an added advantage.

  Good Knowledge and proven skills in Vendor Management   Good Knowledge on ZOHO ITSM tool   Soft Skills     Should possess excellent customer handling skills   Ability to handle unforeseen situations   High level of acceptance and understanding in dealing with end users and situations   Certifications   Candidate to be ITIL certificate

Details van de baan

Soort baan: Full time
Contract type: Permanent
Salaris type: Maandelijks
Bezetting: Service desk analyst

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