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IT Helpdesk Analyst

Finance & Accounting
Groot-Bijgaarden
Ref. IV-02023

Your Responsibilities: 

• To be the 1st Line Helpdesk contact for all EMEA (Europe Middle East & Africa) IT users.
• To take incoming helpdesk calls and provide call logging and helpdesk administration support.
• To specialise in support of business critical applications throughout the EMEA region
• To liaise with 3rd parties suppliers of software and hardware
• To possess good communication skills via the telephone, written or email.
• To possess good analytical and problem solving skills.
• Assist in the day to day provision of Support services that are clear, accountable and responsive to customer needs.
• Assist in the provision of customer focused, cost effective services contributing to the monitoring and control of the use of Support resources.
• Help maintain effective service delivery for Support services to clearly defined quality standards.
• Use initiative, respond to faults quickly, identify alternative solutions to problems where necessary.
• Investigate initiatives to maintain or improve levels of service.
• Enter all incoming problem reports through mail/phone in the IT database
• Analyse the problem and provide immediate assistance when possible
• Evaluate the priority of the problem if no immediate help is possible, so further intervention can be planned with the 2nd line team
• Assigning calls to the 2nd line support team
• Ensure an efficient follow-up after dispatching the problem
• Manage all administration for the ordering of IT material
• Keep track of all MS Licenses for RHI and keep the IT equipment inventory updated
• Follow up of all orders and generate IT purchase reporting
• Participate in any ad hoc projects within The EMEA region
• Coordinate with the other members of the IT department

Your Profile:

• IT qualifications in Microsoft and ITIL
• Experience of Active Directory or relevant understanding
• Experience of thin client environments or relevant understanding
• Experience of a Helpdesk / CRM environment.
• Experience of bespoke applications
• A methodical approach to problem solving
• Good general knowledge of IT and IT terminology.
• Commercially aware with experience of an International environment.
• A motivated self- starter requiring minimum supervision, and takes responsibility.
• Good language skills namely English; French; Dutch and German
• Presentable with good interpersonal, oral and written communication skills.
• A good team player who is both flexible and adaptable under pressure.
• Able to build and maintain good working relationships.
• Must be responsible and have a history of reliability, honesty and integrity.
• Courteous, approachable and have a strong service ethos
• A good time keeper able to set and meet deadlines
• Able to demonstrate a commitment to personal and professional development.
• Familiarity with a variety of support diagnostic tools
• Able and willing to travel as required

Contact Us

Are you interested in this position?
Please send your curriculum vitae to Ina Panis, HR Manager Benelux, A. Gossetlaan 28a bus 7, 1702 Groot-Bijgaarden, or apply under ref. IV-02023-IT-FA-BO