Senior Helpdesk Engineer
Description
Attention all service desk professionals! We are looking for a Senior Service Desk Analyst to join our internal service desk team. Are you someone who embodies service excellence as part of your personality and can you lead a team to higher echelons of success? If so, we want to hear from you!
Your role as Senior Service Desk Analyst
In this role, you will be responsible for leading our service desk team towards a more mature and refined operation that delivers excellent support to our stakeholders. You will be the go-to person for resolving escalated issues and ensures that our service desk team is meeting our service standards.
Key responsibilities
Provide first/second line technical support for all incidents, service requests, tasks and change requests;
Support FoxIT/NCCGroup both remotely and on-site where necessary on a range of FoxIT/NCC Group services, systems, and equipment within agreed SLA timescales;
Any activities which are associated with the NCC Group support function, including, but not limited to managing standard and escalated incidents, service requests, change requests, tasks and project requests and ensures that they are handled in an effective manner and progressed to resolution;
pro-active seek to resolve problems and escalate more complex issues to the appropriate team;
Pre-build and maintain NCC Group hardware and dispatch to Client where necessary. You might be required to attend other sites for installs, testing and training where necessary;
Log and maintain details of all NCC Group hardware coming into and leaving the base office in the Asset Tracker sheet in accordance with the NCC Group Equipment Order and Dispatch process.
Fox-IT
We are Fox-IT, or Fox. We stand for making the world safer and more secure. That means every one of us contributes in making society safer and more secure with the help of our technical and innovative solutions. From our Red Team of hackers, our Blue Team of defense specialists, highly skilled developers to trusted security consultants and more: We do this for organizations where cyber security is highly important. That is why we continuously develop our individual skills and knowledge.
We are critical thinkers, naturally security paranoid and thrive on development. We are part of NCC Group and with 2000 like-minded colleagues around the globe, we are on our never-ending mission to create a safer world.
We are on a mission to make society a safer and more secure place. Our people are the ones who make that possible; a global community of talented individuals working together towards a safer future.
We aim to create an environment where everyone can reach their full potential. We work together, we are brilliantly creative, we embrace difference and we want you to join in our mission.
This is you
You are a service desk professional who has excellent communication and interpersonal skills;
You've got strong leadership skills and experience in a senior or lead service desk analyst role;
There's a proven track record identifying trends, implementing improvements, and taking the service desk operation to the next level;
You got deep understanding of ITIL methodologies and implementing service excellence;
And last but not least: You are someone who takes ownership of their work and is committed to delivering a high-quality result.
Our offer
You will work in a place at the top of cyber security where your ideas are valued. You cannot always tell all the details about your work, but you can tell that you contribute to a safer society. That's not all, you also get a:
Challenging and dynamic work environment where you can make a difference and grow your skill-set;
Supportive and collaborative team culture that encourages professional development;
Competitive salary and benefits package;
Opportunities for training, certification, and career growth.
If you're passionate about delivering excellent service and leading a team to success, we want to hear from you. Apply now by clicking on the button and let's take the next step in advancing our service desk operation together.
An extensive background check will be part of the selection process.