IT Service Analyst


Luxembourg | Netherlands

Location: Luxembourg / Amsterdam
Department: Global IT Department
Vacancy type: Permanent

We are currently looking for an IT Service Analyst to join our Global IT department at Intertrust Group.

The Position

The primary role of this position is to service the IT support needs of our end-users and clients in a demanding and result-oriented environment. You will be responsible for providing both onsite and remote support. 
This challenging role requires excellent client-oriented communication skills and a thorough, logical approach to problem solving. You will be expected to deal with a high volume of tickets to the Service Desk using a variety of problem-solving techniques, while maintaining a high level of customer satisfaction.

As a member of the Global IT Organization, you will work in the IT Service team, reporting to the Service Delivery Manager, and will work closely with the business and other IT teams. This role sits within a Global office supporting a user base of nearly 2400 worldwide. This role is for an experienced professional with the expectation that you will have a high level of hands-on experience and the potential to play a leadership role within the company in the future.

Your Responsibilities

  • Provide network and customer support at offsite events

  • Use of Active Directory, Exchange and other tools to create and manage user accounts and set permissions

  • Escalate support calls where necessary, following the in-house procedures for escalation

  • Provide desktop, network and application support

  • Participate in (global) projects, also on site

  • Single point of contact for all technical issues, questions, and comments that customers need clarifying

  • Monitor and order supplies and equipment as needed

  • Provide support for the varied Audio-Visual equipment (Projectors, Videoconference Units, etc.)

  • Coordinate off-site repairs with external vendors

  • On Call Support (OOO)

  • Occasional travel is required to support other offices and off-site training sessions

  • Creating / Writing Service Desk Procedures and End User Manuals

Your profile

  • Excellent Customer Service oriented professional

  • +2 years experience in a similar position and environment

  • Excellent knowledge of Dutch and English both spoken and written

  • Previous experience working within a 1st line support

  • Experience of solving IT technical solutions and communicating regularly with customers and users

  • ITIL certification is a prerequisite.

  • Experienced in support of Microsoft OS, Microsoft Office, Microsoft Exchange, Active Directory account management

  • Basic knowledge of Network and VPN

  • Support a broad range of mobile solutions and knowledge of MDM applications

  • Take initiative and feel responsible for your work environment.

About Intertrust Group

Intertrust Group is a global leader in providing tech-enabled corporate and fund solutions to clients operating and investing in the international business environment. We have over 4,000 employees across 30 jurisdictions in Europe, the Americas, Asia Pacific and the Middle-East. Together as a team we deliver high-quality, tailored fund, corporate, capital market and private wealth services to our clients, with a view to building long-term relationships.

What we offer you

Working at Intertrust means entering a dynamic, international and growth-oriented company. We provide you with outstanding opportunities for your professional and personal development through our local and global Intertrust Academies. Our International Mobility program enables talented employees to gain working experience abroad. We offer a competitive salary and benefits, commensurate with your qualifications and experience.

Apply now

Interested? We’d love to hear from you! Please apply directly via our career page with your CV and optional Cover Letter

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