Functieomschrijving

For DLL are we are looking for a IT Servicedesk Officer.

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

Day to day
  • Engage their customer base through the intake of calls via the Service Desk
  • Develop an approach for analyzing Service Desk metrics. Analyze incoming calls identifying trends and potential risk areas. Communicate findings to Services Management and overall Supply Management
  • Perform and manage 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 with regard to incidents/problems and outages
Your profile
  • Team player
  • Flexible in working hours
  • Customer Focused
  • Experienced in customer interaction e.g. phone and written 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.

Goede beheersing van de Nederlandse taal in woord en geschrift is vereist voor deze functie.

Functie eisen

  • Vocational or bachelor’s degree in IT
  • Customer focused and service oriented
  • Basic knowledge of business, IT processes and related technologies 
  • Great verbal and written communication skills, Dutch and English.

Functie wensen

  • None

Extra informatie

  • Plaats Eindhoven
  • Opleidingsniveau HBO
  • Aantal uur 40 uur per week
  • Startdatum Zo spoedig mogelijk
  • Geschikt voor ZZP? Ja
  • Thuiswerken mogelijk? N.t.b.