End User Service Analyst
| Sector: | IT & Automatisering |
|---|---|
| Niveau: | |
| Plaats: | Leiden |
Beschrijving
Position: End User Service Analyst
Location: Leiden - the Netherlands
Salary: Competitive
Start date: ASAP
Exciting opportunity for an experienced IT Support Engineer to work with one of our prestigious clients, based in Leiden - the Netherlands. Our client is a global leader in water, hygiene and energy technologies and services. Allied Worldwide are a leader in IT Outsourcing Solutions with a network of talented Support Professionals based at client sites across more than 45 countries.
This is a newly created role for an outstanding IT Support Professional with experience supporting Windows XP and 7. You must possess excellent Customer Services skills, be flexible and highly independent. This role will be responsible for the overall IT services delivered to the End-User community.
Key Responsibilities:
- IT processes related to end-users,
- Monitor the external service desk for the Dutch end-users,
- On-site IT Support in all location in the Netherlands (based in Leiden, travel required),
- Second level troubleshooting EMEA wide
- Participation to EMEA Projects (eventually lead some project)
- Resolution of end user's incidents and service requests in accordance with OLA expectations
- Manage incident through tickets using ServiceNow (ticketing tool)
- Perform advanced incident management and problem analysis (tier 2 and 3 troubleshooting),
- Repair of computers, hardware, and software - at user's desk & remotely over the phone
- Replace computers with new as part of PC Refresh program
- Liaise with vendors to facilitate repair of computers
- Installation of approved software & hardware upgrades
- Taking notes and compiling technical documentation
- Willing to participate to pan-European projects (going beyond desktops and end-user services)
