Service Desk Analyst

Description Service Desk Analyst

Reporting to Sapienza Service Manager, you will be part of a team responsible for the support to the User Community of Sapienza developed applications. Sapienza provides this support to client teams working on Space related projects. The software Sapienza provides supports key business processes within the Project Management and Quality Assurance domain. Comprehensive training on all relevant Sapienza software is provided through the Sapienza training academy.

RESPONSIBILITIES OF THE SERVICE DESK ANALYST

  • Provide advice and answer questions via phone calls, emails and personal contact regarding the functions of Sapienza developed applications
  • Provide troubleshooting advice for simple IT related problems such as Browser configuration. Sapienza has a Knowledge database for frequently asked questions to support this role
  • Record functional software issues or unresolved IT calls and escalate to the relevant support teams; (Product or Technical services team)
  • Record all questions and queries via a centralized on-line Ticketing system in order to track the progress and closure of all requests
  • Take ownership of user problems, specifically where time constraints apply, and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • Provide Project support in terms of configuring applications, setting up user profiles, and uploading documents to the relevant application
  • Provide out of hours support when required.

Requirements Service Desk Analyst

Experience, Skills and Aptitudes:

  • Eligible to work in the EU
  • Fluent in English
  • Knowledge and experience of customer service practices
  • Proven analytical skills with the ability to evaluate issues through client communication and self-investigation
  • Ability to work independently with minimal supervision
  • Excellent teamwork and communication skills

Qualifications:

  • Bachelor’s degree


Competencies:

  • Oral and written communication skills
  • Learning skills
  • Customer service orientation
  • Problem analysis
  • Problem-solving
  • Adaptability
  • Team interaction
  • Planning and organizing
  • Attention to detail
  • Stress tolerance

Company profile

Sapienza Consulting is a leading supplier of space project control, configuration and risk management, quality and product assurance software and services to the European space industry. Our solutions have helped our customers to:

Reduce cost through improved efficiency
Increase the collaboration between dispersed teams located anywhere in the world
Re-engineer and standardise work practices across multiple projects
Distribute information and data in a secure environment

Offer Service Desk Analyst

What Sapienza has to offer:

• Young and International environment, with over 15 nationalities represented in our SBIC (Noordwijk) office
• Gain experience in a growing organisation within the space and defence industry
• Growth opportunities / career path development
• Access to the Sapienza Training Academy for soft skill as well as technical skills training (e.g. presentation skills, business writing, ITIL, PRINCE2, etc.)

Location

Noordwijk

Publication date

29.09.2017

Publication end date

29.10.2017

Service Desk Analyst
Job details
Other details
Match criteria
Language
  • English
Specialism
  • Information Technology (ICT)
Location
  • South Holland
Salary (gross)
  • To be determined
Hours
  • Full-time
Employer type
  • Direct employment/ Company