Purpose of the job :
Securing an adequate (remote) service support of IT tiers 1 and 2 incidents (delivers the right output to end users in a timely manner and according relevant guidelines).
Organisational chart& scope :
Reports to the Service Desk Supervisor.
Works within a team with highly skilled IT professionals.
Solves incidents regarding the use of software applications and IT hardware (tools)
Complexity of the job :
The Service Desk Analyst provides support for basic incident resolution and requests reported to the division service desk.
Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and / or infrastructure components.
The Service Desk Analyst is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.
Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other service resources from facilities, division or corporate groups, or the corporate service desk.
All efforts are focussed to the improvement of customer satisfaction.
Roles and Responsibilities :
Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
Analyses and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution.
Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
Documents resolutions and updates self-help and staff knowledge bases.
Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
Maintains and protects confidentiality with regard to all aspects and employee information.
Adheres to Code of Conduct and Mission and Value statements.
Provisions, maintains, and removes security privileges for users of existing service desk management systems.
Participates in development / review of division security processes / procedures under supervision of Service Desk Management.
Works with the division Service Desk and provides necessary security / tier 2 support.
Works with members of the desktop / network teams and other workgroups within Arcadis IT&S on projects and initiatives as needed.
Provides after hours and on-call support as needed.
Performs other duties as assigned.
Level of Support :
Operates in a specialized and complex context (second line of support).
Participates in development, (quality) improvement, and implementation projects.
Has a Bachelor degree in Information Technology or Computer Science added with up to 3 years of relevant working experience in an IT, BPO and Shared Service environment.
Understands all relevant configurations and has all-round knowledge, as well as specialised knowledge, of software applications and hardware devices
Has a sound level expertise in relevant professional disciplines, such as : IT service and support management Relevant service desk systems and tools Process management MS Office and the use of Ticketing Tools.
Is able to solve complex problems. Has excellent analytical and communication skills (written and oral) and masters the English language
Additional information :
Works at other locations (worldwide) whenever necessary. Works outside regular working hours whenever work requires so.
Respects the : Arcadis environmental sustainability commitment, Arcadis equality, diversity and inclusion policy, Health & safety policy and guidelines
Who We Are
Arcadis is the leading global Design and Consultancy firm for natural and built assets. Applying our deep market sector insights and collective design, consultancy, engineering, project and management services we work in partnership with our clients to deliver exceptional and sustainable outcomes throughout the lifecycle of their natural and built assets.
We are 27,000 people, active in over 70 countries that generate 3.3 billion in revenues. We support UN-Habitat with knowledge and expertise to improve the quality of life in rapidly growing cities around the world.