Senior Engineer Service Desk
Digital Realty
- Amsterdam, Noord-Holland
- Vast
- Voltijds
- Defines and deploys the IT-processes and tooling for request-, incident-, change and problem-management for the entire IT-function and aligns these processes with Operations and Product to aim for a consistent customer experience.
- Is the first point of contact for users to submit questions, request, and incidents by enabling an IT Service Management portal for self-service, supported by 7x24 Service Desk.
- Tries to solve questions, request, and incidents in the first line and, if not, dispatches it to other departments and oversee the quality and timeliness of the resolution.
- Detailed knowledge of Windows, Office, Windows Servers, IOS and VMWare.
- Knowledge of ITIL Service Management
- Knowledge and experience with Service Management tooling
- Customer oriented: Excellent supporting and service attitude.
- Excellent and effective communications skills, both orally and in writing
- Independent in own work; take responsibility in projects, but also not afraid to ask for help when needed.
- Result oriented: Pro-active attitude with hands-on mentality.
- Team player.
- Attention to detail.
- Quality focus