For an International bank in Amsterdam we are looking for an Interim Service Desk Analyst. The assignment is for 4 months and could be longer.
Responsibilities IT Service Desk Analyst
Overall Purpose of the role:
As part of the Service Desk team, the IT Service Desk Analyst contributes to the provision of system support ensuring effective delivery to meet user needs in line with agreed procedures, service standards and SLAs. The IT Service Desk Analyst coordinates all activities in the team.
IT Division supports the IT structures with regard to IT applications, infrastructure, and hardware.
Identify and diagnose issues and problems
Categorize and record reported queries and provide solutions
Support problem identification
Advise users on appropriate course of action
Monitor issues from start to resolution
Escalate, if needed, unresolved problems to a higher level of support
Provide essential online security advice and support
Maintaining the CMDB
Handling service request via standard work instructions
Contribute to the day-to-day operations of IT-infrastructure and Applications by executing daily operational tasks
Creating and maintaining documentation necessary for daily operation.
Ensure procedure manuals are updated and that other team members are aware of changes.
Support and contribute to bringing IT-related changes/projects to production.
Ensure compliance with the Bank’s rules, policies, procedures, and guidelines together with all relevant regulatory and statutory requirements.
Support the local IT-service people in different branches (Belgium, Madrid, Austria and others).
The function reports to the IT Service Desk Coordinator who reports to the Head of IT Services who reports to the Head of Division.
Requirements IT Service Desk Analyst
Experience in working in an environment with the formal incident, request fulfilment and change processes.
Functional/Technical Skills and Knowledge requirements:
Overall Level 2 ICT support experience
Good knowledge of the ITIL processes.
Good knowledge of ServiceNow Administration is a plus.
Knowledge of Windows client and server operating systems.
Knowledge of different IT platforms (VMware, Citrix, VDI).
Knowledge of networks and IT security.
Experience in Banking is a plus
Verbal and written communication skills in English is essential. Additional Dutch language is preferred
To be able to work under pressure within agreed SLAs
May be required to work during national holidays, weekends or out of office hours on special occasions
Open to work on late shift and early shifts
Taking the initiative to contribute to improvements in the team.
The maximum fee for a freelance (ZZP) candidate is 50 Euro. If you are available but not freelance we can offer 4000 Euro gross per month.