This job is a 2nd line Service Desk position for our end client in The Hague. Currently they are developing a portal that will provide partner access to various services provided by the facilities of our client. At the moment the portal is in the development stage. It will go live in the first half of 2016.
The 2nd line Service Desk communicates with the development team about problems and resolution with the development team. The role is responsible for correctly and timely inputting tickets in the Service Desk tool. This tool will also be used to build up the knowledge management database.
An 'on duty' schedule will be applied when needed to provide this support outside of office opening hours, this can also be done from home. The 2nd line Service Desk position entails being the single point of contact to 1st line support personnel located around the world for questions or issues by phone, email or other electronic form of communication.
1st/2nd line support experience in a medium to large organization.
Functional and technical support experience for LOB applications.
Experience with 2nd line incident management based on impact and priority.
Experience with problem management: root cause analysis, problem solving.
ITIL certification is advantageous.
Knowledge on logistic processes is advantageous.
Candidate will work 5 days per week during office hours.
Ability to work under pressure and flexible to urgent demands as well as changes in priority.
Excellent interpersonal skills with a positive attitude and ability to communicate at all levels.
High level of empathy and customer service ethic.
Able to make decisions independently and use own initiative.
Experience with a multicultural environment.
Good command of the English language.
3 months +
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