Service Desk Analyst

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