Our European helpdesk is looking for a: IT Service Desk Analyst Dutch/German
Any other language is an asset (English, French, Spanish, Italian, Portuguese, Russian, Danish, Swedish, Norwegian, Finnish, Turkish).
To provide a single point of contact for all IT related requests
Ensures that requests are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures
Provide first level support to Canon Users for systems, products, services
Own all calls to resolution
To provide statistical information and reports when required
Proactively work to achieve a high level of first time fixes
Provides an effective interface between Users and service providers, including logging/documenting Incidents, Problems and Changes. Effectively communicates call progress and ensures all diagnostic information is provided for error resolution and incident analysis.
Assists Users in making more effective use of systems, products and services, making initial diagnosis of issues and giving clear and concise advice on known solutions where applicable.
Provides clear and concise information on Changes, Known errors, Changes in availability, New Facilities, etc.
Maintains accurate log entries of requests with call/resolution & follow up details. Follows agreed procedures and maintains documentation/knowledge base to establish possible solutions to calls.
Follows agreed procedures and responds to requests by providing information to enable Users to solve their issues.
Promptly allocates unresolved calls as appropriate, by adhering to set escalation procedures.
Follows agreed procedures, maintains and reports up to date and accurate inventory information on the organisation’s IT assets and User information.
ITIL certified is an asset, not a must
Educated to High school level
Dutch and German (fluent)
1-2 year(s) experience in a similar position (0-1 year for junior role)
Ability to learn new ideas and concepts and respond flexibly to challenges
Displays the ability to work in a co-operative, pro-active and flexible way with customers of all levels of seniority
Preferable IT based qualifications (MCP, etc)
Experience and interest in client hardware & software
You have the necessary documents and permits to live and work in Belgium
An international company in full expansion
A company that focuses on the development of long-term employees (Kyosei) Canon's corporate philosophy).
Temporary contract, 6 months
A challenging function with a lot of responsibility, room for initiative and creativity.
You have the opportunity to work regionally, close to home