Service Desk Analyst

Job profile
To participate in the IT Service Desk team and to perform the role of incident logger & analyser between 06:45 and 19:00 hrs (CET).;
To effectively handle the telephone queue and functional mailbox;
To effectively log, analyse, assign and/or solve incidents following SLA (Service Level Agreement) & OLA (Operational Level Agreement) standards;
To interface with other IT support departments regarding IT Support where appropriate;
To answere telephones within an agreed time frame, establish agreed fix rate for incidents at first point of contact and onitor voice mail and email throughout the day;
Accurately logging and prioritising support calls, voice mails and E-mail requests;
Reviewing and discussing with the user their service requests where applicable;
Accurately assigning calls to the support team where first line resolution is not possible;
Provide regular feedback to the customer and keep records updated where calls are not resolved;
Manage and maintain contact user information in the Service Management tool;
Provide support during out-of-office hours when required.



Establish good working relationships within:
• The Service Desk Team;
• Cross team relationships;
• IT Systems and Development;
• Business users;
• Other IT Service Providers within the Utrecht environment.
• Other ad-hoc tasks as required.