IT Service Desk Officer

IT Service Desk Officer

The IT Service Desk Officer provides front line support to our Global DLL community through the service desk located in Eindhoven. This IT Service Desk is a skilled Service desk with a high percentage of 1st call resolution. You perform root cause and metrics analysis on incoming customer issues and identifying trends. You are able to manage the communication process for incidents and issues out to the greater DLL organization. You engage other Services teams to ensure resolution of incoming customer issues.

You are

Team player

Flexible in working hours

Customer Focused

Experienced in customer interaction e.g. phone skills

Quality driven and results oriented and ready to go above and beyond to deliver results.

Able to work in a very fast-paced open environment.

Fluent in English and Dutch in speech and writing.

You have the following skills

Engaging customer base through the intake of calls into the service desk.

Developing an approaching for analysing the service desk metrics. Analyze incoming calls identifying trend and potential risk area. Communicate findings to Services Management and overall Supply Management.

Performing and managing the post issue root cause analysis. Identify opportunities for future avoidance of recurring issues and improve stability.

Managing (when necessary) the individual and general communications out to the IT customer base regarding incident/problems and outages.

Vocational or Bachelor degree in IT.

Good knowledge of customer and service oriented working.

Basic knowledge of business, IT processes and related technologies.

Great verbal and written communication skills.

Job type: Contract Division: eTeam Workforce Limited Reference: 19-01546