Service Desk coordination: Coordinate the day-to-day operation of the IT Service Desk, including ticket triage, workload prioritisation, queue monitoring, escalation follow-up and support coverage. Ensure incidents and service requests are handled consistently, professionally and in line with agreed service levels, business priorities and Eurofins standards.
Incident and request management: Support the effective management of incidents and service requests from logging through to resolution, ensuring tickets are accurately categorised, prioritised, assigned, updated and resolved. Monitor aged tickets, overdue actions and escalation points to maintain service quality and timely communication with end users.
ITSM process support: Promote consistent Service Desk adoption of IT service management practices, including incident, request, problem, change and knowledge management. Work with technical teams and management to improve support processes, clarify ownership, standardise ways of working and strengthen the maturity of service delivery.
Service governance and reporting: Review ticket quality, categorisation, prioritisation, SLA performance, backlog, escalations and service trends. Prepare or contribute to service reporting, operational reviews and improvement discussions to support visibility of Service Desk performance and business service outcomes.
Problem, change and knowledge support: Identify recurring incidents, common user issues and service pain points, and work with relevant teams to support root cause analysis and corrective actions. Ensure the Service Desk is aware of upcoming changes, outages and business impacts, and maintain practical knowledge articles, troubleshooting guides, known-error information and support instructions.
Service catalogue and fulfilment: Support the accuracy and ongoing improvement of service catalogue items, request types, approval paths, assignment groups, fulfilment instructions and standard operating procedures. Identify opportunities to simplify, standardise or automate common Service Desk activities where appropriate.
Customer experience and communication: Promote a high standard of customer service across the Service Desk, including clear communication, regular ticket updates, timely follow-up and professional handling of escalations. Act as a service advocate between end users, business stakeholders, technical teams and IT management to improve the overall support experience.
Continuous service improvement: Track and support service improvement activities based on ticket trends, SLA breaches, recurring issues, user feedback, audit findings and operational risks. Recommend practical improvements that reduce repeat issues, improve first-contact resolution, strengthen knowledge use and increase the effectiveness of Service Desk operations.
ITSM tool quality and data accuracy: Maintain quality use of the ITSM platform by supporting accurate ticket data, queue hygiene, assignment rules, templates, dashboards, reporting inputs and process adherence. Encourage consistent documentation of actions taken, resolution details and user communications.
Major incident and escalation support: Support major incident coordination activities by assisting with business-impact assessment, escalation pathways, stakeholder updates, Service Desk readiness and post-incident review actions. Ensure the Service Desk is prepared to respond to high-impact incidents, planned outages and urgent operational issues.