IT Service Desk Specialist

Doorsturen
 
  • Vakgebied IT
  • Dienstverband Fulltime
  • Vacaturenummer VAC-10003400
  • Locatie High Tech Campus, Eindhoven
  • Contract secondment via YER
  • Branche IT & Telecom

Over deze vacature

We are looking forward to expand the IT Service Desk (HotSpot Team) with person being based at the Eindhoven office to support on-site & remotely NXP employees in Netherlands and Belgium. This would be a right opportunity for native Dutch speakers who have first IT help desk experience.

Functie

Responsibilities:

  • Analyst would be responsible for handling L1 issues reported with the helpdesk, this may include, but not restricted to the following.


  • Receive calls, emails and web-tickets for end users and other Agency Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information.


  • Tracking and classifying incoming incidents or service requests, attempting initially solutions.


  • Provides initial assessment of categorization and prioritization for reported Incidents and


  • Service Requests and provides initial support, targeting a higher level of first contact resolution


  • Ensures Incidents and Service Requests are properly assigned to appropriate support groups.


  • Perform hierarchical escalation to Service Desk Management and Incident Management


  • Provide communication to end users concerning the status of Incidents and Service Requests.


  • Attending call from Local site – user walk-in support


  • Attending issue over Skype chat / MS Teams


  • Assigning ticket to appropriate team member and If issue resolution beyond Hotspot, then assign ticket concern team.


  • Try to resolve the issue based on knowledge base article.


  • Tracing the tickets if not closed within same day – with users for user pending tickets and with Analysts if the tickets are active.


  • Create and Send daily pending incident reports


  • Create Excel sheets for uploading on feedback website


  • Create tickets with all proper details in one go so that analysts need not seek those details from end users





Bedrijf

NXP Semiconductors N.V. (NASDAQ: NXPI) provides High Performance Mixed Signal and Standard Product solutions that leverage its leading RF, Analog, Power Management, Interface, Security and Digital Processing expertise. These innovations are used in a wide range of automotive, identification, wireless infrastructure, lighting, industrial, mobile, consumer and computing applications. A global semiconductor company with operations in more than 35 countries, over 45.000 employees and a revenue of over $10 billion.


Department

The department R&D IT provides IT Services enabling R&D engineers to do their engineering work. The design environment is an integrated solution and service of Design Infrastructure, EDA application landscape, Design Data Management and Product Creation Applications. The Global R&D IT services are delivered from small number locations, containing Data Centers (full set of services) and Satellites Centers (limited set of services). The objective of R&D IT is to ensure Business Success and Market Leadership for NXP by providing Best-in-Class R&D IT Services and R&D IT Solutions.

Aanbod

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

  • Good employee benefits (e.g. work-life balance, pension, lease car, bonus model)
  • Challenging assignments
  • Excellent guidance from your consultant and YER's back office
  • Development opportunities, including the YER Talent Development Programme with a personal coach
  • Intensive support for international candidates (including Dutch lessons, tax-return and accommodation assistance)
  • Cooperative and results and relationship-driven
  • Friendly atmosphere and open culture
  • Community/network with other technology professionals from a variety of multinationals
  • Events and master classes with interesting speakers and attractive companies


Profiel

Requirements:


  • Required fluent language skills in both Dutch and English


  • First experience in IT Help Desk domain


  • Having worked with engineering community before will be added advantage


  • Previous experience as ServiceDesk and/or Service Now tool will be a plus


  • Basic Computer operations


  • MS office with good proficiency in Excel


  • Pleasing personality, customer focus and capability of handling multiple end users.


  • Quick learning skills as a lot of engineering topics would need to be understood.


  • Availability to work full-time in regular business hours


Doorsturen