Service Desk Analyst with English

- Fluent communication (written & oral) in Dutch and English, quick learner, self-initiated, team player, open to work in shifts;
- Good Experience with using and troubleshooting Outlook
- Experience in troubleshooting Microsoft Office with emphasis on MS Word, MS Excel MS PowerPoint and Outlook is a plus;
- Experience of using call logging software;
- Previous experience as Customer Support Engineer / Technical Support Executive is preferred;
- Good understanding of infrastructure management processes; good understanding of process framework like ITIL would present a plus;
- Basic knowledge of Microsoft based operating systems with emphasis on Windows X;
- Basic understanding of PC hardware set-up and configuration.

Preferred, but not mandatory:
- Previous Helpdesk (Voice Support) experience;
- MCP/MCSE/CCNA certification

-Management of tickets (working orders) according to the performance indicators and SLA (Service -Level Agreement) established at a process level: Responsible for the creation of work tickets/allocation /division on categories/ prioritization/monitoring/escalation/conclusion and obtaining of the feedback.
-Managing phone calls received from the customer by the application of the rules and specific provisions communicated to process level
-Solving the problems of a technical nature and following steps/stages for dealing with specific incidents reported at the level of process; compliance with all parameters and in compliance with the specifications communicated
-Preparing MIS incident in accordance with the requirements
-Redistributing tickets which have not been resolved (where applicable)
-Routing/ tracking tickets allocated in the system or with other PRG
-Proactive action with a view to effective management of queue (Remedy Queue Management)