FunctieThe Global Service Desk Analyst is part of the Global Service Desk team which acts as a single point of contact for the intake, triage and resolution of incidents and management of requests. Our service desk employs a flexible support model which allows our associates to contact us via multiple channels including phone, email, self-service portal, and walk-up service support.
·Provides 1st level support for on premises & remotely connected staff across all Global locations in line with defined SLA’s and OLA’s. Transfers, as required, unresolved critical/high priority incidents to other global team members with detailed supporting documentation or as per coordination of Manager if for an off-hours incident.
·Troubleshoots issues with Windows OS, Mac OS, iOS, and Android. Providing software support including MS Office, browsers and browser-based applications, miscellaneous software both specialized and commercially available. Provides hardware support for laptops, desktops, printers and mobile devices.
·Closely adheres to defined Global IT Service Management processes– change management, incident management, knowledge management, problem management, request management and service level management processes
·Logs all client contacts into the IT Service Management Tool
·Responsible for accuracy into the IT Service Management Tool
·Participates, as scheduled, for support in on-call rotation and is expected to respond (within the service level targets) and troubleshoot incidents for any global location outside of business-hours. For example, during the evening, overnight and on weekends.
·Creation and maintenance of published documentation for technical procedures, policies, and standard processes related to Service Desk. Ensures adherence by Service Desk Analysts
·Research new technologies to stay informed on Service Desk standards and best practices. Makes recommendations to Manager, Global Service Desk with detailed product evaluation for inclusion in technology roadmap
·Maintains data in the service configuration management system (CMS) based on the standards and policies defined by the IT Asset management practice (ITAM)
·Additional duties as assigned by the Manager, Global Service Desk
ProfielBachelor's degree or equivalent in Information Technology, Computer Science, Engineering or related field.
Wat je van ons krijgt
- Locatie: Antwerpen
- Vast contract na geslaagde interimperiode