Senior Servicedesk Analyst

Senior Servicedesk Analyst

Your role as Servicedesk Engineer (2nd line)

Working as part of the internal IT department, in the Service Desk Team, you will provide 1st and 2nd line IT support in accordance with best practice to ensure accurate recording of all reported incidents, changes and service requests that affect IT infrastructure and networks, resulting in timely and cost-effective resolutions within specified service level agreements.

You will also provide an appropriate, but high level of technical expertise in providing excellent customer service, infrastructure and network issue diagnosis and support at both 1st and 2nd line.

Key responsibilities:

• To 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 ensuring they are handled in an effective manner and progressed to resolution.
• To be pro-active when seeking to resolve the problem and escalate more complex issues to the appropriate team.
• To 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.
• To 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

• Good customer service and communications skills
• Background in IT or relevant certification (CompTIA A+)
• Coachable and willing to learn
• Good problem solving skills required
• Serve as the first point of contact for clients seeking service advise or technical
• Be responsible for ensuring correct security authorisation validations
• The ability to prioritise your own workload and manage your time effectively
• Able to work as part of a team and also work on own initiative

Our offer

You will work in a place at the top of cybersecurity 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 good salary;
• Flexible working hours and flexibility in working at home or in the office, so that you can optimally combine your private life with your work;
• A favorable pension scheme, 26 vacation days (+2 office closing days) and 8% vacation pay with a full-time contract;
• Lots of development opportunities: you can gain and share knowledge through TechTalks, Crypto Colloquia, events and our own Fox Academy;
• A laptop and business phone. Do you use your own phone? Then you will receive a maximum reimbursement of €25.
• A reimbursement for your internet at home of a maximum of € 40,- and a homework allowance of maximum €25,-
• A performance bonus and profit sharing, because we value your effort;
• When we work in the office, we gather every day for a delicious lunch.