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