IT Service Desk Analyst ( Interim ) (INON17975) Amsterdam, Nederland

Baan samenvatting/introductie

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.


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.


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.

Function positioning

IT Division supports theIT structures with regard to IT applications, infrastructure, and hardware.

Essential Functions:

  • 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.

Profiel van kandidaat

Work Experience:

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.