Medior Support-/helpdesk employee

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Description

Experience Level: Expert
CANDIDATES MUST POSSESS VALID VISA & PASS PORT FOR EUROPE & AMERICA!!!!!!

Rate band : euro - 23/hour

Location Zutphen

Job Description Medior Support-/helpdesk employee. Location: Zutphen
Period: 15/06/2010 to 15/09/2010, renewal option

Apply: By Friday, June 4 10:00

Details of the application:

Core 1 Description / Summary

1.1 Objective function
Ensuring the availability and accessibility of
Service desk and to minimize the effects of interference and
customizable fielding questions and requests.
1.2 Area and position in the organization
The Service Group is responsible for accurate and timely delivery of all
services according to agreed service levels. Support is first
contact for all end users. She is also responsible for
monitor and coordinate the events and the maintenance of the
resolution.

2 Description

2.13 Main Tasks
Answer, record, classify and resolve (simple / default)
incidents and requests (Process Solution):
- Recording questions and incidents in the support tool and the classification
incident;
- To the extent possible, answer questions on-line and full
independently handle approximately 70% of electronic and telephonic
offered calls;
- And if necessary, transfer of incident reports and requests from customers
to (expert) second-line staff (Department AS, TI or regional teams).
- To contribute to the updating of references in the
support tool;
- Carrying out small, routine changes that can be remotely
be implemented as creating accounts, resetting
passwords, providing applications.
Progress of incident monitoring solutions within ICTRO (Process Progress):
- Monitoring the progress of the handling of incidents and
about informing stakeholders (customers, on
coordinator and / or head);
- Conducting random reviews to ensure the quality of
service mapping.
Knowledge building (Knowledge building process):
- FAQs updating or preparing for the client organization;
- Updating or preparing work for the errors and know arround
solving process;
- The updating process of supporting data in support tool
such as work instructions and scripts.

Staff may also be responsible for carrying out work
Service employee and family support activities from the
Service Management and Support Team.
Details:
The junior, and senior medior Service desk employee make any contribution
Solve the processes, progress and knowledge. The extent to which this contribution
delivered, different for the junior, and senior associate medior. The medior
Service desk employee works about 40% of his time solving process, 40%
Progress in the process and about 20% to the Knowledge building process.
2.19\'s play area
Accountability:
- The coordinator on the agreed KPIs for this position.
Frames:
- With customers agreed service levels;
- ICTRO within established standards and guidelines.
Decisions:
- About the way in which incidents be considered;
- Enabling others in the chain of incident handling.
2.20 Contacts
- With the appropriate coordinator for reconciliation as to the content
and the progress of work to be performed;
- With service employees and employees of the departments of IM and PM at
for the handling of failures;
- With the staff of the Service Support Team on
handling of requests;
- With end users on the notification and handling of faults,
applications and installation of new equipment and other workplace
simple changes.


Job requirements 2.4 Knowledge / Skills
- + MBO-level skills;
- Knowledge of the organization, operation and culture of the client / customer
and ICTRO;
- Knowledge of ITIL Foundation and Practitioner Incident Management;
- Knowledge of valid network, systems, equipment and software;
- Ability to work under pressure;
- Ability to assess and analyze the complexity of
reports;
- Customizable ability to communicate;
- Skills in process thinking and acting;
- Ability to work effectively together in teams.

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