Service Desk Analyst

Creating Service Desk solution architecture and service design- Creating Service Desk offerings for Go To Market- Analysing existing Service Desk infrastructure and processes- Advising on service solution and responding RFP’s, including sizing and future state SD- Creating technical service documentation for new services- Presenting the solution to customer- Coordinating service setup in the customer environment- Supporting Proof of Concept for new services/technologies- Lead large scale Service Desk projects, cooperate with technology vendor- Defining new corporate standards for Service Desk service- SD in-depth experience (among others):- Global Service Desk standards and SLA’s- Global Service Desk automation and continual improvement- Service Desk Reporting- Service Desk Knowledge Management- Service Desk Team Manager experience in plus- Service Desk Quality Specialist/Team Leader experience in plus- Experience in working directly with customer- Experience in service transition from a customer- In-depth knowledge of ITIL processes and project management- Ability to support multiple business needs at once and work with little oversight- Ability to solve problems and proactive attitude- Capability to read and write technical documentation (mainly High and Low level Designs)- High motivation to self-development- Project management skills is a plus- Ability to work well in a team- Fluent English