Requirements: English
Company: Fox-IT
Region: Delft , South Holland
Role: Service Desk Analyst Location: Delft Netherlands Fox-IT We are Fox-IT, or Fox. We stand for making the world safer and more secure. That means every one of us contributes in making society safer and more secure with the help of our technical and innovative solutions. From our Red Team of hackers, our Blue Team of defense specialists, highly skilled developers to trusted security consultants and more: We do this for organizations where cyber security is highly important. That is why we continuously develop our individual skills and knowledge. We are critical thinkers, naturally security paranoid and thrive on development. We are part of NCC Group and with 2000 like-minded colleagues around the globe, we are on our never-ending mission to create a safer world. We are on a mission to make society a safer and more secure place. Our people are the ones who make that possible; a global community of talented individuals working together towards a safer future. We aim to create an environment where everyone can reach their full potential. We work together, we are brilliantly creative, we embrace difference and we want you to join in our mission. Your Role as a Service Desk Analyst: Working as part of the internal IT department, in the Service Desk Team, you will provide 1st and 2nd line IT support in accordance with best practice to ensure accurate recording of all reported incidents, changes and service requests that affect IT infrastructure and networks, resulting in timely and cost-effective resolutions within specified service level agreements. You will also provide an appropriate, but high level of technical expertise in providing excellent customer service, infrastructure and network issue diagnosis and support at both 1st and 2nd line. Your Key Responsibilities: To provide first/second line technical support for all incidents, service requests, tasks and change requests. Provide and maintain a high degree of customer service for all support queries. Support NCC Group both remotely and on-site where necessary on a range of NCC Group services, systems, and equipment within agreed SLA timescales. Any activities which are associated with the NCC Group support function, including, but not limited to; managing standard and escalated incidents, service requests, change requests, tasks and project requests and ensuring they are handled in an effective manner and progressed to resolution. To be pro-active when seeking to resolve the problem and escalate more complex issues to the appropriate team. To ensure all Client support requests in the call logging are regularly updated on progress and dealt with in accordance with NCC Group processes. To log and maintain details of all NCC Group hardware coming into and leaving the base office in the Asset Tracker sheet in accordance with the NCC Group Equipment Order and Dispatch process. To pre-build and maintain NCC Group hardware and dispatch to Client where necessary. You might be required to attend other sites for installs, testing and training where necessary. To carry out in-house testing on all hardware, products, and services where necessary. To ensure successful handover of completed work and products to customers or the IT team with the appropriate documentation, training, and communication of any known faults. The Ideal Service Desk Analyst: Asset and configuration management: You can track, log and correct information to protect assets and components. Continual service improvement: You know about developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve development processes. You can spot or identify obvious deficiencies. Customer service management: You can resolve user requests to a minimum of the agreed service level agreement. You know how to empathise with the end user. You can use customer-focused metrics to achieve a satisfying outcome. Ownership and initiative: You can own an issue until a new owner has been found or the problem has been mitigated or resolved. Service focus: You know about different products and services. Service reporting: You can produce relevant reports in a standard format in an agreed timeframe. You can work with important stakeholders to discuss any changes in the reporting processes. You can add a commentary that provides an interpretation for the data set. Technical understanding: You know about the subject matter and understand what it involves. User focus: You have an awareness or understanding of user experience analysis and its principles. You can see the purpose of user stories and focus on user needs. A service desk analyst interacts with customers. At this level, you will perform tasks such as taking calls from customers and trying to resolve their queries, while knowing when to escalate issues to your manager. Our offer You will work in a place at the top of cybersecurity where your ideas are valued. You cannot always tell all the details abou