IT SERVICE DESK (x3) - Permanent (EAST)

IT SERVICE DESK (x3)

Permananent / Direct Employment

Job Location: East

5 days job a week - 9am-6pm

Purpose:

• The IT Service Desk is the first point of contact for users for questions, requests, and incidents. The IT Service Desk function:

1. Defines and deploys the IT-processes and tooling for request-, incident-, change and problem-management for the entire IT-function and aligns these processes with Operations and Product to aim for a consistent customer experience.
2. Is the first point of contact for users to submit questions, request, and incidents by enabling an IT Service Management portal for self-service.
3. Tries to solve questions, request, and incidents in the first line and, if not, dispatches it to other departments and oversee the quality and timeliness of the resolution.
4. Defines and manages the major incident management process in case of a critical incident.

Job role:

• Service Desk around the globe.
• Monitoring quality of service as per SLA
• Incident Management & Root Cause Analysis (RCA)
• ITSM processes and tooling
• Line Management
• Conduct regular performance reviews and feedback.
• Collaborates with other areas within IT to aim at a joint approach.

Job Characteristics:

• Needs to be present at the specific location of DLR to provide support.
• Some travel to other DLR-locations might be required.
• Needs to be available outside office hours in case of incidents or during changes.

Job Requirements:

• Customer oriented: Excellent supporting and service attitude.
• Excellent and effective communications skills, both orally and in writing
• Independent in own work; take responsibility in projects, but also not afraid to ask for help when needed.
• Result oriented: Pro-active attitude with hands-on mentality.
• Team player.
• Attention to detail.
• Quality focus

Knowledge requirements:

• Detailed knowledge of Windows, Office, Windows Servers, IOS and VMWare.
• Knowledge of ITIL Service Management
• Knowledge and experience with Service Management tooling

NOTE:

Interested candidate please send your updated CV to [email protected]

We regret to inform you that only shortlisted candidates will be notified.

EA Licence No: 19C9807

Registration No: R1114636 (Manalo Don Don Briones)