Service Desk Analyst

Arcadis is the worlds leading company delivering sustainable design engineering and consultancy solutions for natural and built assets.

We are more than 36000 people in over 70 countries dedicated toimproving quality of life. Everyone has an important role to play. With the power of many curious minds together we can solve the worlds most complex challenges and deliver more impact together.

Role description: An integral part of a customer centric Global Service Operations team that empowers the Arcadis business strategy thru service excellence and continuous improvement.

Role accountabilities:

What Youll Own: (Core Responsibilities)

• Incident Management: Responsible for the process of actioning tickets assigned to GSO 1st line queue following the incident management process. Attend and participate in regular swarming sessions if required by senior or team lead.
• Service Request Management: Responsible for the process of actioning tickets assigned to GSO queue service requests. Responsible in making sure proper approval flow is followed before fulfillment of a request.
• Knowledge Management: As a 1st line GSO member you are expected to utilize the knowledge management and create KBAs to improve the knowledge across the GSO team.
• Other Ad Hoc Tasks: you are expected to help and participate to activities and initiatives by Arcadis.

Qualifications & Experience:

The ideal candidate should:

• Understands all relevant configurations and has all-round knowledge as well as specialized knowledge of software applications and hardware devices.
• Has a sound level expertise in relevant professional disciplines such as:
  • IT service and support management
  • Relevant service desk systems and tools
  • Process management
  • MS Office and the use of Ticketing Tools.
  • Strong understanding with SLAs and KPIs

Required Qualifications:

• Has a Bachelors degree in Information Technology or Computer Science fresh graduate or with up to 2 years of relevant working experience in an IT BPO and Shared Service environment with excellent Customer service orientation.
• Has previous experience working in a Shared Services Center willing to work on a 24x7shifting schedules including weekends and holidays
• Is able to solve complex problems. Has excellent analytical and communication skills (written and oral) and masters the English language.

Preferred Qualifications:

• ITIL SDA CompTIA and other relevant certifications is a plus.

Why Arcadis

We can only achieve our goals when everyone is empowered to be their best. We believe everyones contribution matters. Its why we are pioneering a skills-based approach where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together.

Youll do meaningful work and no matter what role youll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark on your career your colleagues your clients your life and the world around you.

Together we can create a lasting legacy.

Join Arcadis. Create a Legacy.

Our Commitment to Equality Diversity Inclusion & Belonging

We want you to be able to bring your best self to work every day which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people. At Arcadis you will have the opportunity to build the career that is right for you. Because each Arcadian has their own motivations their own career goals. And as a people rst business it is why we will take the time to listen to understand what you want from your time here and provide the support you need to achieve your ambitions.