Description
We are looking for an IT Support officer with experience within a Bank or Financial Institution. The assignment is contracting based for a period of 6 months.
Responsibilities
- Act as local SPOC for VIP users: incident ticket creation and resolution. Other incident lifecycle management activities are performed by 'My Service Desk''. To ensure that the incident isn't closed before the impacted user is satisfied,
- Assess assigned tickets from 'My Service Desk' and accept or refuse (with motivation)
- In case of a refused ticket, re-assign it to the correct support team and send a notification e-mail to 'My Service Desk'' and end user including motivation
- Update all accepted tickets with each action or change to the situation
- Investigate, diagnose and resolve the incident or manage the resolution of the incident with the relevant third parties
- Manage the resolution of the incident to completion if required with the relevant third parties and own the issue until resolved
- Solve the incident including the recovery of data, access rights and security aspects
- Communication to 'My Service Desk':
- Communicate on progress and solution, by regularly updating the ticket and by giving ad hoc information on request of the 'My Service Desk'
- A solved incident ticket is sent to the 'My Service Desk' to execute the standard closure procedure
Experience:
- End User Service Delivery covering all aspects of the IT environment
- Indept knowledge of Windows environments, desktop application inegration
- Good knowledge of ITIL processes (change management, incident management, problem management)
- Working in a stressful environment where responsiveness is key
- Working with performance measurement and metrics
- Continuous quality improvement of service delivery/processes
Requirements
- Fluent in spoken and written English and predominate local language (Dutch)
- Client Focus, Service minded"
Contact
For more information about this position, please contact:
Waheba Batou
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