Service Desk Analyst - First-Line IT Support & Troubleshooting

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

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.