Functieomschrijving
IT Service Desk Officer
The IT Service Desk Officer provides front line support to our Global DLL community through the Service Desk located in Eindhoven. The IT Service Desk is a skilled Service Desk with a high percentage of 1st call resolution. You will perform root cause and metrics analysis on incoming customer issues with a goal of identifying trends. You are expected to manage the communication process for incidents and issues out to the greater DLL organization. You will engage other Service teams as required to ensure timely resolution of incoming customer issues.
Day to day
- Engage our customer base through the intake of calls via the Service Desk.
- Develop an approach for analyzing Service Desk metrics. Analyze incoming calls identifying trends and potential risk areas. Communicate findings to Services Management and overall Supply management
- Perform and manage the post issue root cause analysis. Identify opportunities for future avoidance of recurring issues and improve stability.
- Managing (when necessary) the individual and general communications out to the IT customer base with regard to incidents/problems and outages.