Medewerker Eerste Lijns Helpdesk ICT

Algemene omschrijving

The First-Level IT-Supporter will always be the first contact for all ITC-related hardware, software and application problems to all users of the infrastructure. Issues are either reported to him/her in Person, via Phone or Email. The Supporter will pick up the issue, self-create a ticket and from there manage the process until successful resolution of the problem. This includes escalation to 2nd-Level Support (Vendor) or the management of hardware replacement procedures. The Supporter also acts as "hands-on-ground" for the 2nd-Level Support.

Duties & Responsibilities:

• Perform first-level IT support-related activities on issues regarding the use of computer hardware, computer software, telephony, and wireless communications devices (i.e. Blackberry/iPhone) for the users
• Perform timely escalation of pending support-related issues to 2nd-Level Support for further analysis and resolution.
• Follow-up with previously escalated issues
• Manage application support-issues and enhancement requests following a pre-defined workflow and reporting back to the requestor
• Execution of defined day-to-day activities according to the IT Service Calendar
• Performs other duties as requested and within areas of expertise

Gestelde eisen

• At least 3-5 years of solid work experience on a Help Desk or Technical Support capacity
• Strong interpersonal and communication skills
• Good Self-management skills and high level of motivation to deliver a great Job
• Previous experience with managing a Windows 7-based Client infrastructure (requires good knowledge of Windows 7 in an enterprise environment)
• Previous experience with managing and supporting LOB-Applications
• Ability to become a mediate between the Vendor and the Business Users
• Good troubleshooting skills on computer hardware, software
• If possible previous experience with migrating from Windows XP and Office 2007 to Windows 7 and Office 2010Qualifications
• Excellent understanding of the Dutch and English language (oral and written - Interview will be in English)
• Professional Career in the IT-space
• Preferably lives in Leiden or very close

Aanbod

Salary indication: depending on age and experience.

Uren

40uur