Service Desk Analyst

Euronext; Hoorn; On-site; EUR 36,000 - 48,000; Full time

Job summary

Euronext is seeking a Service Desk Analyst to provide first-line support for our iBabs product suite. You will handle incoming inquiries by phone and email, resolve issues, and maintain SLA-driven response times in a fast-paced environment.

You will monitor AWS platforms, test new features, update documentation, and act as a bridge between customers and our product team while delivering friendly, professional support to a diverse client base across the Netherlands.

Qualifications

• English and Dutch language skills required.
• Ability to multitask and prioritise workload effectively.
• Strong problem-solving skills and attention to detail.
• Flexible to shifting hours including evenings.
• Proactive, customer-centric attitude.
• Broad knowledge of Information and Communications Technologies.
• Knowledge of governmental procedures is a plus.

Responsibilities

• Respond to incoming support requests via phone and email in line with SLAs.
• Escalate complex issues to appropriate teams for resolution.
• Collaborate with colleagues to maintain high customer satisfaction.
• Take lead on back-office tasks related to our products.
• Continue learning to master iBabs products and provide deeper-level support.

Skills

English proficiency

Dutch proficiency

Multitasking

Problem solving

Flexible hours

Customer focus

IT knowledge

Govt procedures knowledge

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

Profile

• 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

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.