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Service Desk Analyst at EUROPEAN DYNAMICS. We currently have a vacancy for a . Service Desk Analyst. fluent in English, to offer his/her services as an expert . remotely. . In the context of the first assignment, the successful candidate will be integrated in the team of the company that will closely cooperate with a major client’s IT team on site. Your tasks:. . User guidance and support (by video/chat/phone sessions or emails) regarding the use of premises information systems / ICT tools;. . Categorize and prioritize incoming tickets and users’ requests, escalate where needed;. . Follow-up of related incidents, of any user’s requests and bug reports;. . Documenting of knowledge, known issues, shared this knowledge with colleagues and maintain IT support Knowledge Base;. . Conception and organization of user documentation for information systems and/or Service support procedures; . . Recording, tracking and monitoring of business workflow application incidents, problems and impediments up to their resolution;. . Follow-up of service quality in the context of incident, problem and impediment management.. . . University degree in IT or relevant discipline, combined with minimum 3 years of relevant working experience in IT;. . Proven knowledge in end user assistance and support of information systems;. . Good knowledge of ITIL;. . Very good knowledge of SQL, Eclipse, business workflow applications analysis tools, Logfile tools (eg Kibana);. . Knowledge of wiki, collaborative sites and social networks and office automation tools;. . Work experience with SAP, and Oracle would be considered an asset;. . ITIL foundation certification would be a strong asset;. . Excellent command of the English language, good understanding of French would be an asset.. . Company Location: Belgium.