BOORTMALT is the world leader malting company with 3 million tonnes production capacity. The group is present on 5 continents with 27 malting plants. Boortmalt's expertise is widely acknowledged by brewers and distillers who rely on the supply of top quality barley malt.The Boortmalt Group is a fully owned subsidiary of the agricultural and agribusiness cooperative Axereal. Our relationship with Axereal, Europe's largest grain cooperative, ensures us access to high quality barley year round.
As an ITD Service Desk Agent you contribute to the goal(s) of the ITD Service Desk, to execute service delivery and be able to work together with the entire ITD team members and the underlying third parties.
Your main responsibilities are:
Receive, prioritize and resolve (L2/L3) technical issues faced by Boortmalt employees via 3rd party ticketing system; follow up on unprocessed tickets
Event management: pro-actively monitoring of incidents logged via ticketing system
Configuration Management Database (CMDB) maintenance and inventory maintenance
Work with tools such as (e.g.) Power BI, TEAMS, SharePoint, Printix, etc.
Identify and troubleshoot hardware, software, network and telecommunication issues
Act upon user related questions and issues on the usage of Microsoft tools
Create and update documentation in the knowledge database on technical issues, solutions, and user guides
Provide guidance to end-users upon request
Collaborate with other ITD teams to ensure seamless delivery of ITD Services
Execute VIP Support
Continuous look for new opportunities and improvements to get the service desk to a higher level; contributing to a shift left.
Master we are looking for ?
At least 3 years of experience in technical support role, preferably in a service desk environment
Experience with supporting hardware, provisioning of software
Experience in providing technical support to end users
Experience with Microsoft Windows operating systems and Microsoft Office applications
Good communication and interpersonal skills (towards end-users)
Familiar with ticketing systems and IT service management tools
Proven skills or training related to (IT) technical skills, especially in Microsoft tools (including Office 365, SharePoint, One Drive and Teams)
Knowledge of ITIL (incident, problem, change, problem management) – ITIL 4 certification is a plus.
Fluently in English and Dutch
Masters of Malt's treasure
We offer an attractive salary and benefits package and as part of a global organization can offer career opportunities internationally. As Masters of Malt we want to be a great employer, focusing on flexibility, inclusion, collaboration and health and wellbeing. We live our values, putting people at the heart of what we do.
“Strive” - our ambition is to be the best maltster that's why every day we commit to challenge ourselves to achieve the highest level.
“Care” - our strength is magnificent when we care for our earth, our colleagues and our business partners. We encourage trust, respect and treat each other with respect. We believe that Diversity makes us stronger.
“Inspire” - We adopt a long-term orientation delivering sustainable performance through innovation and digitization, becoming praised Masters of Malt.
“Explore” – thinking out of the box and embracing pioneer ideas to become a source of motivation, we like challenging the status quo to develop full potential.