For one of our clients in Amsterdam, Talisman is looking for an experienced Planner in IT with a hands-on mentality. We are looking for a candidate who is also able to assist the engineers in performing hardware related break-fix tasks. A strong service oriented background is an important qualification for this position.
Effective Planning, Monitoring and (request for) update tickets.
Assign tickets to engineers based on resource availability and skills.
Inform engineers on available goods and redirect products to the appropriate location.
Ensuring a clean desk.
Handling problems and escalations
Escalates according to provided procedures.
Works in end-user environment.
Responsible for installations and changes on workplace systems.
Troubleshooting and repairing hardware issues reported by end-users.
Abilities and Skills
Planning and coordination
To be able to plan, coordinate and assign workload (ticket based) to engineers.
Attention to detail.
Have excellent numeracy, literacy and organisational skills.
Must be able to perform call system and mailbox management and assign tasks.
A good team player. Documenting and structuring are important aspects of the job.
Capable of working unsupervised within a team.
Is able to lead and steer engineers by behaviour (management skills)
Ability to see his/her own area of expertise fit in with other parts of the organisation to provide
excellent service to the customer.
Ability to understand the customer’s business and the impact degradation or loss of service
this would have.
Adheres to standards and works in a structured way, enabling cross-boundary teamwork.
Sees the necessity of documenting and sharing knowledge, thus working in a professional manner
and fostering team spirit.
Understanding of and prior experience with the ITIL standards or similar, for process aligned IT
delivery organisations, is preferred.
Is able to quickly understand problems and takes necessary action to supply a proper solution
Is able to provide management with forecasting figures based on workload and resources.
Must have excellent language skills, both written and verbal (Dutch and English).
Excellent communications skills are required; on the phone, via mail and face to face.
Can communicate at all levels (Top-Bottom and vice versa).
Knowledge and Experience
At least 2 years of experience in planning and coordination.
Relevant experience in ICT environment. Preferably at least 1 year of experience in installation, maintenance and troubleshooting of PC hardware and peripherals.
Knowledge of networks: TCP/IP protocol, addressing, subnets, masks, Cabling infrastructure (UTP), Wireless networking (WiFi).
Broad knowledge of Microsoft Vista and Windows 7.
In depth knowledge of Microsoft Excel 2007.
Knowledge of Outlook
Knowledge and experience with ticket driven software
Skilled Support Desk experience (1st / 2nd line support) is preferred.
Knowledge and experience with ITIL processes.
ITIL Foundation (v3).
MCP on Windows 7.
MBO level 4 degree or higher specialized in information technology.
Home location is a maximum of 30-45 minute drive from the hub location.
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