IT Service Desk Associate

Job Overview

An integral part of a customer-centric Global Service Operations team that empowers Arcadis’ business strategy through service excellence and continuous improvement.

Responsibilities

• Incident Management: Responsible for the process of actioning tickets assigned to GSO 1st line queue following the incident management process. Attend and participate in regular swarming sessions if required by the senior or team lead
• Service Request Management: Responsible for the process of actioning tickets assigned to GSO queue service requests. Responsible for making sure proper approval flow is followed before fulfillment of a request.
• Knowledge Management: As a 1st line GSO member you are expected to utilize the knowledge management and create KBAs to improve the knowledge across the GSO team.
• Other Ad Hoc Tasks: You are expected to help and participate in activities and initiatives by Arcadis.

Qualifications:

• Understands all relevant configurations and has all-around knowledge, as well as specialized knowledge, of software applications and hardware devices.
• Has a sound level of expertise in relevant professional disciplines such as IT service and support management, Relevant service desk systems and tools, Process management, MS Office, and the use of Ticketing Tools, and a Strong understanding of SLAs and KPIs.
• Bachelors’ degree in Information Technology or Computer Science.
• Fresh graduate or 0-2 years of relevant working experience in an IT, BPO, and Shared Service environment with excellent Customer service orientation.
• Has previous experience working in a Shared Services Center, willing to work on a 24x7 shifting schedule including weekends and holidays.
• Is able to solve complex problems. Has excellent analytical and communication skills (written and oral) and masters the English language.

Preferred Qualification:

• ITIL, SDA, CompTIA+, and other relevant certifications are a plus.