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 tasks

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.

Gevraagd

Essentials

Vocational or bachelor’s degree in IT;
Experience with as a service desk officer/employee;
Knowledge of Office 365;
Customer focused and service oriented;
Experience in a customer oriented job;
Understanding of escalation and incident management;
Creative skills to solve a broad number of hardware and software related problems;
Basic knowledge of business, IT processes and related technologies.
Great verbal and written communication skills, Dutch and English (B2 level proficiency. This will be tested during the interview).

You are

Team player
Flexible in working hours
Customer Focused
Experienced in customer interaction e.g. phone and written skills
Quality driven and results oriented and ready to go above and beyond to deliver results.
Able to work in a very fast-paced, open environment.
Fluent in English and Dutch in speech and writing.

Aanbod

You will be employed by YER and seconded to DLL. We offer:

Good employee benefits (e.g. work-life balance, pension, commuting allowance or potentially a lease car)
Intensive support for international candidates (Including, Visa support, 30% rule, Free Dutch lessons, tax-return and accommodation assistance)
Community/network/assignments with other technology professionals from a variety of our multinational clients; ASML, Philips, NXP, KLM, Rabobank, Siemens, MSD, Canon etc.
Development opportunities, full access to the New Heroes training portal & the YER Talent Development Programme with a personal coach
Excellent guidance from your consultant and YER's back office
Events and master classes with interesting speakers and attractive companies
Excellent Remuneration (depending on level of expertise)

Bedrijfsomschrijving

DLL is a global vendor finance company with more than EUR 30 billion in assets. Founded in 1969 and headquartered in Eindhoven, the Netherlands, DLL provides asset-based financial solutions in the Agriculture, Food, Healthcare, Clean Technology, Construction, Transportation, Industrial, Office Equipment and Technology industries. DLL partners with equipment manufacturers, dealers and distributors in more than 30 countries to support their distribution channels and help grow their businesses. DLL combines customer focus with deep industry knowledge to deliver sustainable solutions for the complete asset life cycle, including commercial finance, retail finance and used equipment finance. DLL is a wholly owned subsidiary of Rabobank Group.

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