Service Desk Analyst

Service Desk Analyst

As a Service Desk Analyst, you will be responsible for providing first-line support to our customers via phone and email. Your primary tasks consist of timely and professional solving of questions and technical problems related to all ECS products.

In addition to solving requests and problems from customers and colleagues, the Service Desk is also responsible for monitoring our current (and future) AWS platforms, testing new features and releases, updating documentation, and maintaining a stable bridge between the needs of our customers and our product team.

This role requires strong communication skills, a customer-centric approach, and the ability to solve problems efficiently.

The ECS Service Desk is an advanced support environment, with a unique opportunity to learn and gain experience with various types of expertise, such as video editing, webcasting, compliance, investor relations.

With regard to the location of this position, you have the possibility to work either in Capelle (15 minutes from Rotterdam) or in Hoorn.

Key Responsibilities

• Answering incoming support requests via phone and email in accordance with our SLAs
• Referring complex problems to the appropriate teams for further investigation and resolution
• Collaborating with colleagues to maintain a high level of customer satisfaction
• Taking charge of back-office related tasks concerning our products
• Continuously learning and developing skills to master all ECS products and provide deeper technical support

Profile

• Strong verbal and written communication skills in English, in Dutch
• Ability to multitask and effectively prioritize
• Problem-solving skills and attention to detail
• Flexible for changing work hours and evening shifts
• A proactive and customer-oriented attitude
• Broad knowledge of information and communication technologies
• Knowledge of procedures within government organizations, investor relations, or EU regulations is a big plus

Euronext Values

We respect and value the people we work with

We are unified through a common purpose

We embrace diversity and strive for inclusion

Integrity

We value transparency, communicate honestly and share information openly

We act with integrity in everything we do

We don't hide our mistakes, and we learn from them

Agility

We act with a sense of urgency and decisiveness

We are adaptable, responsive and embrace change

We take smart risks

Energy

We are positively driven to make a difference and challenge the status quo

We focus on and encourage personal leadership

We motivate each other with our ambition

Accountability

We deliver maximum value to our customers and stakeholders

We take ownership and are accountable for the outcome

We reward and celebrate performance

We are proud to be an equal opportunity employer. We do not discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor. We value the unique talents of all our people, who come from diverse backgrounds with different personal experiences and points of view and we are committed to providing an environment of mutual respect.

Additional Information

This job description is only describing the main activities within a certain role and is not exhaustive. It does not prevent adding more tasks, projects.