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Service Desk Analyst

Requisition ID:  5096

Why Vistra?

At Vistra, we believe our clients’ businesses and people can make a difference in the world. That’s why our work is focused on helping our clients act with confidence and speed to seize opportunity wherever it arises. As a global corporate service provider and fund administrator with more than 5,000 professionals in over 45 jurisdictions, we empower legal entities globally to work smarter, grow faster, act responsibly, protect capital and scale across borders — by doing what we do best: reducing risk and enhancing efficiency.

We support our clients over six sectors: Private Equity, Real Estate, Capital Markets, Corporate, Company Formation and Private Wealth and deliver value across three service lines:

  • Governance, Risk and Compliance
  • Advisory and Transaction Support
  • Finance, Accounting and Administration

We grow when you grow, and we succeed when we work together across boundaries and borders, as one team. So, our promise to our clients is the same to you: working together, we will give you the confidence, the tools and the support to achieve your ambitions and leverage your unique skills — to seize your opportunity and help make a difference in the world.

You can also check out our LinkedIn Life page and our About us page to get a sense of Vistra’s culture and our values.

So, what do you think? If you are excited about working with us and think you can get the job done but not quite sure if you meet all the requirements 100%, we want to encourage you to give it a try OR have an informal chat with one of our Talent Acquisition representatives.   

 

Our opportunity for you

Would you like to deploy your IT expertise in a young, energetic, fast paced family? Vistra is looking to recruit a Service Desk Analyst.

 

Scope

As Vistra’s Service Desk Analyst, you are responsible for providing global IT service support. You provide a professional level of service which promotes technology throughout Vistra Group. You assist with the implementation of our IT strategy and with maintenance and ongoing support of all IT service delivery and infrastructure, ensuring IT security is adhered at all times.

In particular, you will be responsible for operating as part of the IT Operations Service Support Team that supports Vistra global locations, with West Europe as primary locations.

The responsibilities of the role include participating in day-to-day operational activities of incident resolution and service request fulfilment in line with Vistra guidelines, procedures and business requirements, in order to contribute to the optimal qualitative availability and performance of IT systems.

You will be working in a team with two other Service Desk Analysts and one IT Operations Team Lead. You and the team are part of a global organization.

 

Key responsibilities

 

  • Provide support in solving incidents, service requests and problems;
  • Execute resolution of all incident and problem enquiries;
  • Manage customer/end users/business expectations;
  • Involved in changes and ensure adherent communication is released;
  • Ensure the continuity in service provision and restore required service in case of disruption;
  • Check technical conditions of IT equipment;
  • Build/provision IT hardware (desktop, laptop, phones etc.);
  • Maintain & update systems periodically as required by vendors, compliance or lifecycle management;
  • Monitor and report on the systems performance and take corrective action when necessary;
  • Provide reporting on ad-hoc basis;
  • Keep up to date documentation and tasks for audit purposes;
  • Patching desktops/laptops;
  • Establish good relationships with members of 2nd and 3rd line support groups to support knowledge capture activities and to drive complex customer issues requiring cross functional effort to resolution;
  • Actively participate in information and knowledge sharing within the team;
  • Work towards acquiring understanding of Vistra procedures and of our technical landscape that would allow driving customer issues to resolution in a timely and efficient manner;
  • Understand and comply to Vistra Information security & Compliancy Framework and guidelines;
  • Continue to expand their customer service repertoire and continue to explore customer facing best practices;
  • Manage third party incident management through to resolution;
  • Following acquisitions, assist when necessary the project team with the integration;
  • Seek continuous improvement in services delivered.

 

Attributes & Skills

 

  • You are customer oriented and want to deliver service;
  • You have strong communications and responsiveness skills. English communication skills must be fluent;
  • General good working knowledge of Active Directory, Windows 10, IT (Dell,HP) hardware (desktop, laptop) build/provision, Mimecast, McAfee EPO and encryption, Anti-virus, Networking, TCP/IP, WiFi Citrix 6.5/7.15, MS Office Suite/Office 365, Exchange, Bitlocker, SSCM;
  • Working knowledge of ITIL compliance standards and successful methods to integrate those into corporate compliance processes is beneficial;
  • Advanced technical troubleshooting skills;
  • Full coverage support the business hours;
  • Strong in organization / planning / self-management. This is a high-paced office environment so you have to like to multitask in a well-organized manner.

 

Relevant experience

 

  • Experience of working in a service desk environment operating within an ITIL framework within a similar position or within the IT sector is beneficial;
  • At least 2 years of IT experience in a similar role  (IT Service Desk operations experience) including ticketing systems, routing incidents and service request, call centre operations, and metrics;
  • Preferably you have experience working in a global team, for different jurisdictions.

 

What Vistra offers?

A challenging position in an ambitious organization where no day is the same. A company with a view to the future which you can grow together with and, above all, put your own stamp on.

In addition, we also offer:

  • Competitive working conditions;
  • A work laptop;
  • 8% holiday allowance & 26 days off per year + 1 flexible public holiday. You also have the option to purchase (max. 5) vacation days;
  • Premium-free pension scheme;
  • Training and courses via our online learning platform Percipio;
  • The possibility to work partially from home and a fee to set up your home workplace.

 

We value interdepartmental collaboration, try to work as ONE throughout the world and of course get to know each other better outside of work at our DoMiBo’s (Thursday Afternoon Drinks). We look forward to getting to know you better as well!

 

Join US!

Our promise to our clients is simple: we help them seize opportunity and make a difference in the world. It’s the same to you.

Make a difference — seize your world of opportunity with Vistra!

LET’S GROW TOGETHER.

Location: 

Amsterdam, NL

Department:  IT Service Delivery (A404001)


Job Segment: Service Desk, Compliance, Call Center, Recruiting, Information Security, Customer Service, Legal, Human Resources, Technology