Got IT superpowers and able to save the day?

De functie

The Service Desk

The IT Service Desk Officer provides front line support to our Global DLL community through the Service Desk located in Eindhoven. The IT Service Desk is a skilled Service Desk with a high percentage of 1st call resolution. You will perform root cause and metrics analysis on incoming customer issues with a goal of identifying trends. You are expected to manage the communication process for incidents and issues out to the greater DLL organization. You will engage other Service teams as required to ensure timely resolution of incoming customer issues.

Day to day tasks

• Engage our customer base through the intake of calls via the Service Desk.
• Develop an approach for analyzing Service Desk metrics. Analyze incoming calls identifying trends and potential risk areas. Communicate findings to Services Management and overall Supply Management.
• Perform and manage the post issue root cause analysis. Identify opportunities for future avoidance of recurring issues and improve stability.
• Managing (when necessary) the individual and general communications out to the IT customer base with regard to incidents/problems and outages.

Over het bedrijf Aanbod

You will be employed by YER and seconded to DLL. We offer:

• Good employee benefits (e.g. Work-life balance, pension, commuting allowance or potentially a lease car)
• Intensive support for international candidates (Including, Visa support, 30% rule, Free Dutch lessons, tax-return and accommodation assistance)
• Community/network/assignments with other technology professionals from a variety of our multinational clients; ASML, Philips, NXP, KLM, Rabobank, Siemens, MSD, Canon etc.
• Development opportunities, full access to the New Heroes training portal & the YER Talent Development Programme with a personal coach
• Excellent guidance from your consultant and YER's back office
• Events and master classes with interesting speakers and attractive companies
•  Excellent Remuneration (depending on level of expertise)

Jouw profiel

Essentials

• Vocational or bachelor's degree in IT;
• Experience with as a service desk officer/employee;
• Knowledge of Office 365;
• Customer focused and service oriented;
• Experience in a customer oriented job;
• Understanding of escalation and incident management;
• Creative skills to solve a broad number of hardware and software related problems;
• Basic knowledge of business, IT processes and related technologies.
• Great verbal and written communication skills, Dutch and English (B2 level proficiency. This will be tested during the interview).

You are

• Team player
• Flexible in working hours
• Customer Focused
• Experienced in customer interaction e.g. Phone and written skills
• Quality driven and results oriented and ready to go above and beyond to deliver results.
• Able to work in a very fast-paced, open environment.
• Fluent in English and Dutch in speech and writing.