Service Desk Analyst

iBabs B.V.; Hoorn; On-site; EUR 32,000 - 52,000; Full time

Job summary

Euronext is seeking a Service Desk Analyst to provide first-line support to clients via phone and email for the iBabs product suite. You will resolve inquiries and issues promptly, ensuring adherence to SLAs and maintaining high customer satisfaction.

Additionally, you will monitor AWS platforms, test new features, update documentation, and act as a bridge between customers and our product team. This is an advanced support environment with opportunities to grow technical expertise.

Qualifications

• Strong verbal and written communication in English and Dutch required.
• Ability to multitask and prioritize workload effectively.
• Problem-solving skills with attention to detail.
• Flexible to shifting hours and evening shifts.
• Proactive, customer-centric attitude.
• Broad knowledge of Information Communication Technologies.
• Knowledge of procedures within governmental organisations is a plus.

Responsibilities

• Respond to incoming support requests via phone and email according to SLAs.
• Escalate complex issues to appropriate teams for investigation and resolution.
• Collaborate with colleagues to maintain high customer satisfaction.
• Take the lead on back-office tasks concerning our products.
• Continuously learn to master all iBabs products and provide deeper-level technical support.

Skills

English

Dutch

Customer service

Multitasking

Problem solving

Proactive

ICT knowledge

Government procedures (nice)

Job description

Summary of the role and description of the team

As a Service Desk Analyst, you are responsible for providing first-line support to our clients via phone and email. Your primary tasks involve resolving inquiries and technical issues related to the iBabs product suite in a timely and professional manner. This role requires strong communication skills, a customer-centric approach, and the ability to troubleshoot problems efficiently. Besides resolving requests and issues from customers and colleagues, the Service Desk is also responsible for monitoring of our current (and future) AWS platforms, testing of new features and releases, updating documentation and maintaining a stable bridge between our customer's needs and our product team. The iBabs Service Desk team is an advanced level Support environment, with a unique possibility to learn and gain experience on various types of expertise.

Key responsibilities

• Respond to incoming support requests via phone and email in accordance to our SLAs
• Escalate complex issues to the appropriate teams for further investigation and resolution
• Collaborate with colleagues to maintain a high level of customer satisfaction
• Take the lead on back-office related tasks concerning our products
• Continuously learn and develop skills to master all iBabs products and to provide deeper-level support with a more technical nature

Knowledge, Skills and Experience Required

• Strong verbal and written communication skills in English & Dutch is required
• Ability to multitask and prioritize workload effectively
• Problem-solving skills and a keen attention to detail
• Flexible to shifting working hours and evening shifts
• A proactive and customer-centric attitude
• Broad knowledge of Information Communication Technologies.
• Knowledge of procedures within governmental organisations is a big plus

Euronext Values

• Unity We respect and value the people we work with We are unified through a common purpose We embrace diversity and strive for inclusion
• Integrity We value transparency, communicate honestly and share information openly We act with integrity in everything we do We don’t hide our mistakes, and we learn from them
• Agility We act with a sense of urgency and decisiveness We are adaptable, responsive and embrace change We take smart risks
• Energy We are positively driven to make a difference and challenge the status quo We focus on and encourage personal leadership We motivate each other with our ambition
• Accountability We deliver maximum value to our customers and stakeholders We take ownership and are accountable for the outcome We reward and celebrate performance

Equal Opportunity Statement

We are proud to be an equal opportunity employer.

We do not discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor.

We value the unique talents of all our people, who come from diverse backgrounds with different personal experiences and points of view and we are committed to providing an environment of mutual respect.

Additional Information

This job description is only describing the main activities within a certain role and is not exhaustive. It does not prevent to add more tasks, projects.

Euronext is the leading European capital market infrastructure, covering the entire capital markets value chain, from listing, trading, clearing, settlement and custody to solutions for issuers and investors. Euronext operates MTS, one of Europe’s leading electronic fixed income trading markets, and Nord Pool, the European power market. Euronext also provides clearing and settlement services through Euronext Clearing and its Euronext Securities central securities depositories (CSDs) in Denmark, Italy, Norway and Portugal. Euronext’s regulated exchanges in Belgium, France, Greece, Ireland, Italy, the Netherlands, Norway and Portugal host a broad range of listed issuers, a strong blue‑chip franchise and the largest global center for debt and fund listings. With a diverse domestic and international client base, Euronext is a major venue for European lit equity trading. Its products include equities, FX, ETFs, bonds, derivatives, commodities and indices. For the more information, please visit our career website.