Vacancy Service Desk Analyst Location: The Netherlands, Noordwijk, ESTEC Deadline: ASAP Reference: AHEQ-647570 Contract duration: tbd - long term / full-time Reporting to Sapienza Service Manager, you will be part of a team responsible for the support to the User Community of Sapienza developed applications. Sapienza provides this support to client teams working on Space related projects. The software Sapienza provides supports key business processes within the Project Management and Quality Assurance domain. Comprehensive training on all relevant Sapienza software is provided through the Sapienza training academy. RESPONSIBILITIES OF THE SERVICE DESK ANALYST

• Provide advice and answer questions via phone calls, emails and personal contact regarding the functions of Sapienza developed applications
• Provide troubleshooting advice for simple IT related problems such as Browser configuration. Sapienza has a Knowledge database for frequently asked questions to support this role
• Record functional software issues or unresolved IT calls and escalate to the relevant support teams; (Product or Technical services team)
• Record all questions and queries via a centralized on-line Ticketing system in order to track the progress and closure of all requests
• Take ownership of user problems, specifically where time constraints apply, and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• Provide Project support in terms of configuring applications, setting up user profiles, and uploading documents to the relevant application
• Provide out of hours support when required

  PROFILE OF THE SERVICE DESK ANALYST Experience, Skills and Aptitudes:

• Eligible to work in the EU
• Fluent in English, knowledge of other European languages will be an asset
• Knowledge and experience of customer service practices
• Proven analytical skills with the ability to evaluate issues through client communication and self-investigation
• Ability to work independently with minimal supervision
• Excellent teamwork and communication skills

Qualifications: Bachelor’s degree Key Competencies:

• Oral and written communication skills
• Learning skills
• Customer service orientation
• Problem analysis
• Problem-solving
• Adaptability
• Team interaction
• Planning and organizing
• Attention to detail
• Stress tolerance

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