The User Support Specialist should be a good Service Desk ‘all-rounder’, who is primarily responsible for solving user incidents and handling user requests and inquiries, according to the procedures and standards of the Service Desk.
•           Receive all calls and communication from users concerning incidents, requests and inquiries. Record, analyse and prioritise the calls, using the Service Desk  EZW software.

•           Resolve or escalate the calls and monitor progress through to satisfactory closure and in accordance with the Service Desk standards and procedures.

•           Communicate call status to the user at appropriate intervals.

•           User management throughout Center Parcs Europe. This includes additions, changes and deletions and management of access rights, groups and print queues. The users operate within Windows 7/10, Office 365 and AS/400 environments Desktop management, including new and replacement hardware and software, and installations, moves and changes.

•           Processing of orders for equipment and their receipt, recording and distribution.

•           Support for MS Office365 applications, AS/400 Client Access 

•           Maintain the Configuration database with all changes.

•           Maintain a stock of spares for incident resolution

•           Other reasonable tasks as and when required.

An educational level at least of MBO in the Netherlands, or equivalent in other countries.
Good experience of call handling and recording, diagnostic and escalation procedures and the use of service desk software.

 
•           Spoken Dutch, German and/or French

•           Good spoken and reasonable written English
•           Good interpersonal and telephone skills

•           An ability to communicate at all levels within the organisation.

•           Ability to prioritise, organise tasks and work under pressure.

•           Willing to work shifts/Duties

•           Driving License

•           Willing to travel

 
•           Experience of WindowsXP, W7/10 and higher;  Outlook (user support); TCP/IP and Ethernet networking technology.

•           Knowledge of ITIL processes

•           Experience of AS/400