Service Desk Analyst with Dutch (K/M)

Job Description

For our client we are looking for a candidate for the position of Service Desk Analyst with Dutch (K/M).


Your responsibilities:

As a Service Desk analyst, you will act as a first and single point of contact for all IT related issues

Dealing with incoming calls (Phone /Email/ Web and Chat) in a professional, courteous manner

Correctly logging incidents/requests, categorizing and prioritizing, assigning them to the correct team (if not first time fix (FTF)) in line with the defined procedures

Conducting full and through diagnostics with end users to enable first time fix

Ensuring all incidents/requests are progressed & cleared within SLA – escalating to other internal and external teams as appropriate

Managing incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress

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