Service Desk Analyst

at  Thales

ABOUT YOUR FUTURE JOB

As a service desk employee, you ensure that end users, our internal customers, who experience problems are helped quickly. You do this within our End User Support squad. The people in this squad belong to the first-line or second-line support. For this position, we are looking for someone with experience who wants to handle incidents within the first line as well as the second line. The expectation is that after a period you will move completely to the second line, where you focus on the more complex incidents.
The unique thing about this position is that in addition to providing first-line support via the telephone and the incident management system, you also participate in the rotation at our Genius Bar. This means that every 4-5 weeks you also work a week at the Genius Bar where you physically receive people and can help them with their incidents. Delivering IT hardware is also part of the work at the Genius Bar.

• Being the point of contact for our end users for technical issues and you solve them. Independently or with the help of other members from your squad or another squad.
• Monitoring the tickets you have created and/or tickets that are in your name.
• Supporting end users at the service desk.
• Helping to keep our knowledge base for end users up to date.
  Why are you a good match?

We are looking for a new colleague who:

• Has at least a completed MBO level 4 education (ICT).
• Has work experience at a service desk.
• Knows how to successfully resolve more complex incidents.
• Has knowledge of incident / service management systems. Knowledge of ServiceNow is a plus.
• Learns quickly and can easily make contacts.
• You have the ambition to continue to develop yourself and you like to have your career in your own hands.