
Ict Service Desk Engineer
4 days ago
**ICT SERVICE DESK ENGINEER (x3)**
**_Permananent / Direct Employment _**
**_Job Location: East _**
**_5 days job a week - 9am-6pm _**
**Purpose**:
- The IT Service Desk is the first point of contact for users for questions, requests, and incidents. The IT Service Desk function:
- 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.
- 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.
- Defines and manages the major incident management process in case of a critical incident.
**Job role**:
- **Service Desk around the globe.**:
- **Monitoring quality of service as per SLA**:
- **Incident Management & Root Cause Analysis (RCA)**:
- **ITSM processes and tooling**:
- Line Management
- Conduct regular performance reviews and feedback.
- Collaborates with other areas within IT to aim at a joint approach.
**Job Characteristics**:
- Needs to be present at the specific location of DLR to provide support.
- Some travel to other DLR-locations might be required.
- Needs to be available outside office hours in case of incidents or during changes.
**Job Requirements**:
- 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
**Knowledge requirements**:
- Detailed knowledge of Windows, Office, Windows Servers, IOS and VMWare.
- Knowledge of **ITIL Service Management**:
- Knowledge and experience with Service Management tooling
**NOTE**:
EA Licence No: 19C9807
Registration No: R1114636 (Manalo Don Don Briones)
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