About our client
As a Service Desk Coordinator you’ll be working at Grey Rhino IT Solutions. This is an IT service provider found in 2021. Its client base is located in Africa and Europe, mainly operating in the Oil and Gas Logistics industry. Keeping IT simple is one of their main core values. They do this by implementing hardware and developing software solutions with the African challenges in mind. Their client base is growing rapidly and its dependency on IT even faster.
Grey Rhino IT Solutions is looking for a Global IT Coordinator. You’ll administer and coordinate Service Desk activities and tasks, being responsible for coordinating consistent response, communication and delivery of Service Desk-based activities. 95% of their user-base is based in Angola and Nigeria, where they are locally being supported by their own IT Administrators. You’re expected to coordinate the day-to-day activities of this team.
Location
Rotterdam
Salary
A salary indication from €2.500,- to €4.000,- gross per month depending on knowledge and experience.
The position
As a Service Desk Coordinator you’ll be initiating customer contact, resolving complaints, and responding to technical problems when they occur. Moreover, you are expected to be able to multi-task, work well under pressure, and have advanced technical knowledge.
You’ll also be able to challenge and / or recommend procedure modifications or improvements.
In this role, some of the key responsibilities will be to:
- Open and review Service Desk Calls; ensuring the customer provides an appropriate level of information;
- Allocate Service Desk Calls to appropriate queue/consultant;
- Ensure that Service Desk Calls are monitored in-line with SLAs and updated efficiently and effectively;
- Proactively communicate with the business in order to provide updates on outstanding incidents and projects;
- Assist in the investigation and resolution of issues relating to applications in order to assist the team in providing a high level of customer service;
- Administer Change Control;
- Develop step-by-step instructions for the installation and setup of new hardware/software and group policy management protocols;
- Work closely with the Grey Rhino ERP team in the testing and implementation of new applications;
- Build and maintain strong working relationships with key business users, colleagues and support bodies in order to provide a professional customer service approach;
- Work positively and communicate professionally across teams in order to make an effective contribution to team tasks and team spirit;
- Plan, organize and execute the deployment of desktop PCs, laptops, cell phones, and other equipment;
- Maintain accurate inventory of all computers, printers and electronic equipment throughout Grey Rhino’s client base;
- Perform software/hardware installation, configuration, networking, and troubleshooting via phone and email;
- Perform project related activities relating, but not limited to, project delivery for both hardware and software solutions;
- Responsible for company/corporate administration (sales and vendor invoices).
Apply to this position
Apply immediately and send us your resume and motivation via the ‘application-button’. For more information about this vacancy, please contact Milano Naarden via 0172-334011 or solliciteren@status-pro.nl.
