Service Delivery Specialist/ 1st Line Support Engineer - ITIL certification

Location: Netherlands

SIRE® is the market leader in Life Sciences recruitment. We believe the recruitment market needs to gear up in technology and continuous innovation. We like technology, in a Life Sciences market driven on science, we couldn’t stay behind; we drive Recruitment Science. Investing a majority of our turnover in technology enables us to use unique Resource Technologies. By using highly advanced algorithms, we enable our team of Resource & Data Strategists© to maintain the most advanced, detailed and complete Life Sciences network in Europe. This big data enables us to work Reverse Recruitment©: we first analyze the market in-depth before we go out to the market. Because we analyze the whole market, we can compare facts and data. This enables us to do Facts & Big Data Recruitment©, making sure we, or better yet, you find the right career!Our client is a professional Medical Devices organisation, based in Noord-Holland Netherlands.

The Company

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Role Description

The purpose of this position is to provide end user support to the Company employees to enhance productivity in the operation of IT computer technology. This position is responsible to provide a high first call resolution rate, document problems and solutions, and record all activity and communications regarding problems or requests for service in the ticket management software.

Responsibilities

• Respond to and resolve Incident tickets and Change Requests within the designated Service Level Agreement (SLA)
• Call answering and monitoring
• Log and track all customer questions and incidents through resolution in ticket management system; escalate customer problems by following documented escalation procedures
• Responsible for going to workstations of employees to provide support for more detailed analysis and troubleshooting using documented procedures, knowledgebase documentation, and available tools for onsite and remote issues
• Record incident symptoms, status, and resolution information
• Communicate severe incidents and expired SLA targets to Service Delivery management.
• Monitor Service Delivery incident tickets to ensure incidents are being addressed within guidelines and provide status updates to customers and other IT support groups/individuals
• Provide remote support and thorough communication to address issues remotely
• Write, update, and distribute technical and/or troubleshooting tips and knowledge base documentation to the Service Delivery staff as appropriate
• Act as a liaison between business partners and the proper IT support teams
• Provide on-call support when required
• Asset Management

Requirements

• 2 year technical degree in Computer / IT area
• at least 2 years of relevant working experience in a similar position in a technical support environment, call center, or help desk
• experience with working in desktop environment and standard Microsoft Products
• experience with working in a large IS organization (multiple locations, client server technology, WAN, 1000+ personal computer workstations)

QUALIFICATIONS AND SKILLS:
• Microsoft certifications preferred
• ITIL Foundations certification preferred
• Excellent listening and customer service skills, particularly over the phone
• Knowledge of help desk administration policies and procedures
• General LAN/WAN knowledge
• Strong technical writing, general written, interpersonal and verbal communication skills
• Basic analytical and troubleshooting skills
• Good English language skills
• Additional language skills preferred

Are you interested and do want to apply for this role, please fill out your application via the apply button below and contact Joost Spape.