Flow Traders is looking for an IT Service Desk Analyst to join our Systems Windows team in Amsterdam. This is a unique opportunity to join a leading proprietary trading firm with an entrepreneurial and innovative culture at the heart of its business. We value quick-witted, creative minds and challenge them to make full use of their capacities.
The global team is responsible for a collection of over 1500 Windows systems and various Microsoft and third party Enterprise Applications. The IT Service Desk Analyst's primary responsibility will be providing first line technical support for users of our organization, being the single point of contact for any Windows Systems-related issue and our application stack (on-premise and cloud Microsoft applications, Identity and Access Management etc.). You will respond to inquiries by resolving or escalating issues related to system hardware, operating systems, applications and network. You will work closely with other IT teams (Infrastructure, Linux, Database, SRE, Network) in order to provide end to end solutions to our users.
The ideal candidate is self-motivated and innovative. As innovation is key to our culture, we always encourage team members to seek out and implement improvements to our set up.
What you will do
Serve as the first point of contact for end users seeking technical assistance over the phone, email, chat or our ticketing system
Take ownership of end user issues all the way through to resolution
Log, prioritize, categorize and update incident, problem and request tickets
Perform remote troubleshooting through diagnostic techniques and relevant questions
Determine the best solution based on the issue and details provided by the end user
Walk the user through the problem-solving process
Direct unresolved issues to the next level of support (other IT teams, Development or third party vendors)
Create and update knowledge articles and standard operating procedures
Pass on any feedback or suggestions by the end user to the appropriate internal team
Proactively monitor Windows Servers and Applications
Identify and suggest possible improvements on procedures
Continually improve the level of IT support delivered to the end users from various departments in the organization (especially
Trading and Business support departments)
Use opportunities to upskill and participate in projects alongside other team members
What you need to succeed
Excellent communication skills and customer-oriented
BSc in IT, Computer Science or relevant field
Problem-solving and analytical skills to troubleshoot hardware and software to find the root cause of the issue.
'Outside of the box' thinking and cultivation of innovative solutions and workarounds in the resolution of end user issues
Structured way of working towards targets and deadlines so that service level targets can be met and improved upon
Understanding of ITIL and Service Management principles
Good understanding of most Microsoft related services and products (Windows Server roles, MS Exchange Server, Active
Directory, System Center tools, Mobile Device Management etc.)
Good understanding of networking/firewalls/routing to do troubleshooting on Windows systems
Good understanding of system hardware
Ability to diagnose and resolve technical issues
Ability to work under pressure to deliver agreed targets and SLA’s
