Service Desk Analyst

Our client is the leading pan-European market infrastructure, connecting European economies to global capital markets, to accelerate innovation and sustainable growth. It operates regulated exchanges in Belgium, France, Ireland, Italy, the Netherlands, Norway and Portugal. With close to 1,930 listed issuers and around €6.8 trillion in market capitalisation as of end March 2023, it has an unmatched blue-chip franchise and a strong diverse domestic and international client base.

They operate regulated and transparent equity and derivatives markets, one of Europe’s leading electronic fixed income trading markets and is the largest centre for debt and funds listings in the world. In addition to its main regulated market, it also operates several junior markets, simplifying access to listing for SMEs.

Role Description:

• As a Service Desk Analyst, you are responsible for providing first-line support to our clients via phone and email. Your primary tasks involve resolving inquiries and technical issues related to all CS products in a timely and professional manner.
• Besides resolving requests and issues from customers and colleagues, the Service Desk is also responsible for monitoring of our current (and future) AWS platforms, testing of new features and releases, updating documentation and maintaining a stable bridge between our customer's needs and our product team.
• This role requires strong communication skills, a customer-centric approach, and the ability to troubleshoot problems efficiently.
• The CS Service Desk is an advanced level Support environment, with a unique possibility to learn and gain experience on various types of expertise, such as video editing, webcasting, compliance, investor relations.

Responsibilities:

• Respond to incoming support requests via phone and email in accordance to our SLAs
• Escalate complex issues to the appropriate teams for further investigation and resolution
• Collaborate with colleagues to maintain a high level of customer satisfaction
• Take the lead on back-office related tasks concerning our products
• Continuously learn and develop skills to master all ECS products and to provide deeper-level support with a more technical nature.

Requirements:

• Strong verbal and written communication skills in English – Dutch is a big plus.
• Ability to multitask and prioritize workload effectively.
• Problem-solving skills and a keen attention to detail.
• Flexible to shifting working hours and evening shifts.
• A proactive and customer-centric attitude.
• Broad knowledge of Information Communication Technologies.
• Knowledge of procedures within governmental organisations, investor relations or EU regulatory requirements is a big plus.