IT Service Desk Technician

Helmond
, 
Netherlands
13 July 2022

About us

Our European ICT division is split into four focus areas: - Sales/Service/Marketing, - Ecom/Brand sites, – B2B/Marketplaces and Common Platforms, and – Operations/Shared Services/Master Data. Within this last focus area, an exciting opportunity has come up within the IT Services department for a proactive and enthusiastic IT ServiceDesk Technician (m/f, 40 hrs/wk), based in our European headquarters in Helmond, NL.

 

IT support to all our European locations is provided centrally by a team in the Netherlands as well as Portugal. As such, you will work in an international context and you will work in close cooperation with our clients to solve challenging and complex issues. You will be part of a team of five people responsible for the End user support of Dorel Juvenile Europe. This position reports to the European Team Leader Application Support, based in Portugal.

 

Are you energetic, proactive and passionate about helping out our Business Users with IT matters? Do you have a service oriented mindset and always wanted to work in an international organization and environment? Then we can’t wait to hear from you !

 

Please note that this vacancy is for a locally hired position. As such, we have a strong preference for candidates already based in the Netherlands. In any case, candidates must have current legal authorization to work in the Netherlands. Dorel will not attempt to obtain immigration and labor sponsorship for any applicants.

Your mission

Specifically, your mission is to provide end-user support for the European organization. Besides supporting our business, you will be responsible for defining and monitoring the service, ensuring it meets the business needs and that the service delivery is in accordance with the agreed business requirements.

Key responsibilities

  • Implement service level management process into ITSM tooling and optimize implementation.
  • Ability to work according ITIL4 principles, Certification is a pre
  • Responsible that (Business)SLA service levels are met
  • Reporting to business about the Service Delivery / Service Level Reporting
  • Ensuring that service level management process and procedures are in line with compliancy (SOX) rules
  • Responding to our users in an effective and timely manner.
  • Increasing customer satisfaction through proactive stakeholder engagement.
  • Provide End-User support by resolving first and second line incidents and/or requests.
  • Providing high quality support services through Continual Service Improvement.
  • Proper Incident and escalation management to Level 3 support teams.
  • Proper Asset Management for End-user equipment
  • Work closely with the System engineers on datacenter infrastructure topics

Your profile

  • Minimum of 3 years’ experience in an IT ServiceDesk role
  • Excellent English and/or Dutch, both written and spoken.
  • Experience in an international environment is highly desired
  • Strong analytical skills, customer/service oriented is a must, and able to organize own work effectively
  • Eager to learn, asks questions and thinks along about issues or advice.
  • Strong personality and excellent communications skills.
  • Able to form own vision, from which you lead a process, a project, a policy issue or a department, and advise management.

Are you ready to grow with us?

We are proud to work with 3400 highly driven professionals in 25 different countries. All of our talented employees share the same mission: to Care for Precious Life. We help families live carefree lives by providing them with juvenile products with the highest safety and comfort standards.

 

Our frontrunner mentality matches our position as a global market leader. Being first means we forge our own path, we explore new ways to enhance our brands. We are continuously reinforcing our leading position and believe that team spirit, personal drive, and accountability can make a real difference in achieving sustainable growth. A vital element of our daily operations is the strong connection we maintain with our consumers. We engage with them wherever they are, so they will always benefit from our products and services, even in ways they did not expect.

 

Acquisition on the basis of this vacancy is not appreciated.

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