Service Desk Analyst

1 week geleden

Rotterdam, Zuid-Holland, Nederland Euronext Voltijd

Euronext Corporate Services

The Euronext Corporate Services team consists of professionals with a strong local presence across Europe and a deep understanding of global capital markets. They assist organizations, both listed and unlisted, private and public, in maximizing the use of capital markets and operating more efficiently.

Euronext Corporate Services serves over 4,000 clients, including listed companies, private companies, advisors, and public organizations. Our clients are located in all Euronext markets (Belgium, France, Italy, Ireland, Netherlands, Norway, Portugal), as well as beyond (e.g. UK, Scandinavia, Spain, Germany).

Euronext Corporate Services provides the following solutions:

  • Governance: Our Board Portal solution 'iBabs' helps organizations run meetings more securely, organized and efficiently, saving time in preparing agendas and documents, collaborating easily with notes, votes, summaries.
  • Communication: We are a market leader in Webinars and Webcast services for financial results, internal communication, marketing, and external communication with our Company Webcast solution. We assist our clients in enhancing their visibility, engagement, and international coverage.
  • Compliance: Our InsiderLog and Whistleblower products offer a solution for automating the management of insider information and insider lists. Our solution aims to save time and ensure compliance with the European Market Abuse Regulation (MAR).
  • Investor Relations: Our advisory team provides high-quality advice, market intelligence, and decision-making analysis for listed companies looking to be more active in capital markets. Our IR.Manager tool offers a complete and intuitive IR management and targeting platform for corporate IR teams to professionalize workflow and engagement.

Job Summary and Team Description

As a Service Desk Analyst, you'll be responsible for providing first-line support to our clients via phone and email. Your primary tasks include timely and professionally resolving inquiries and technical issues related to all ECS products.

In addition to addressing customer and colleague requests and issues, the Service Desk also monitors our current (and future) AWS platforms, tests new features and releases, updates documentation, and maintains a stable bridge between our customers' needs and our product team.

This role calls for strong communication skills, a customer-centric approach, and the ability to efficiently solve problems.

The ECS Service Desk is an advanced-level Support environment, with a unique opportunity to learn and gain experience in various areas of expertise, such as video editing, webcasting, compliance, investor relations.

Main Responsibilities

  • Responding to incoming support requests via phone and email in line with our SLAs
  • Referring complex issues to the appropriate teams for further investigation and resolution
  • Collaborating with colleagues to maintain a high level of customer satisfaction
  • Taking charge of back-office-related tasks related to our products
  • Continuously learning and developing skills to master all ECS products and provide deeper-level support with a more technical nature

Profile

  • Strong oral and written communication skills in English and Dutch
  • Ability to multitask and effectively prioritize
  • Problem-solving skills and attention to detail
  • Flexibility for changing work hours and evening shifts
  • A proactive and customer-focused attitude
  • Broad knowledge of information and communication technologies
  • Knowledge of procedures within government organizations, investor relations, or EU regulations is a significant plus

Euronext Values

Unity

  • We respect and value the people we work with
  • We are unified through a common purpose
  • We embrace diversity and strive for inclusion

Integrity

  • We value transparency, communicate honestly, and share information openly
  • We act with integrity in everything we do
  • We do not hide our mistakes and learn from them

Agility

  • We act with a sense of urgency and decisiveness
  • We are adaptable, responsive, and embrace change
  • We take smart risks

Energy

  • We are positively driven to make a difference and challenge the status quo
  • We focus on and encourage personal leadership
  • We motivate each other with our ambition

Accountability

  • We deliver maximum value to our customers and stakeholders
  • We take ownership and are accountable for the outcome
  • We reward and celebrate performance

We are proud to be an equal opportunity employer. We do not discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor. We value the unique talents of all our people, who come from diverse backgrounds with different personal experiences and points of view and we are committed to providing an environment of mutual respect.

Additional Information

This job description outlines the primary activities within a specific role and is not exhaustive. It is subject to additional tasks, projects.

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