Service Support Specialist

Service Support Specialist

Service Support Specialist urgently required for interesting contract in Amsterdam
6 month rolling contract based in Amsterdam

The Service Support Specialist will be Responsible for the following:

* Deliver best in class customer service to customers
* Provide first level incident resolution for customers
* Log, troubleshoot and route tickets received from customers
* Involved in the day-to-day operational activities which are associated with operating the service desk
* Fulfilling of standard customer requests eg user administration
* Provide desktop support to customers
* Ensure that issues are pursued from initial contact to final resolution in accordance with Service Level Agreements (SLA)
* Initiate and adhere to documented processes, procedures and work instructions within the defined guidelines
* Monitor and report on Service Level Agreement (SLA) performance
* Troubleshooting and personal guiding of users in the workplace.
* Escalation of incidents
* Identify common incidents and report to CORP ICT Team Leader.
* Communicate with end users on the outstanding helpdesk calls
* Pro-actively inform users of disturbances in ICT environment
* Make proposals within the team to optimize procedures and cooperation.
* Hardware installation and maintenance of workstations and other physical devices.
* Onsite Support activities throughout the LPCorp Building
* Complete ad hoc reporting or administrative tasks.
* Register all Workstation and other related equipment in CMDB.
* Ensure a reliable record of all configuration items.
* Manage, monitor and conduct an inventory of records.
* Check if the registered configurations in database are correct and report inconsistencies back to the CORP ICT Team Leader.
* End user administration
* Responsible for the local hardware & software ordering process

The Service Support Specialist will ideally have the following skills and expertise:

* Basic Operating System knowledge of Windows environment
* Understanding of LAN, WAN environments
* Working knowledge of service support centre/helpdesk issue logging systems
* High level of computer literacy
* Previous experience with Lotus Notes and Citrix an advantage
* Good knowledge and experience of MS Office Applications
* Knowledge of VOIP telephony
* Understanding of and experience with smart phones
* Strong customer service attitude
* Fluent in business English - written and verbal

Other Skills

* 1-2 years' experience in a support role or customer service role in an IT environment
* Third level qualification is desirable
* Experienced in dealing with both internal and external customers at various levels
* Knowledge of ITIL an advantage

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