Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.
We are more than 36,000 people, in over 70 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world's most complex challenges and deliver more impact together.
Role description: An integral part of a customer centric Global Service Operations team that empowers the Arcadis business strategy thru service excellence and continuous improvement.
Role accountabilities:
What You'll Own: (Core Responsibilities)
- Incident Management: Responsible for the process of actioning tickets assigned to GSO 1st line queue following the incident management process. Attend and participate in regular swarming sessions if required by senior or team lead.
- Service Request Management: Responsible for the process of actioning tickets assigned to GSO queue service requests. Responsible in making sure proper approval flow is followed before fulfillment of a request.
- Knowledge Management: As a 1st line GSO member you are expected to utilize the knowledge management and create KBAs to improve the knowledge across the GSO team.
- Other Ad Hoc Tasks: you are expected to help and participate to activities and initiatives by Arcadis.
Qualifications & Experience:
The ideal candidate should:
- Understands all relevant configurations and has all-round knowledge, as well as specialized knowledge, of software applications and hardware devices.
- Has a sound level expertise in relevant professional disciplines, such as:
- IT service and support management
- Relevant service desk systems and tools
- Process management
- MS Office and the use of Ticketing Tools.
- Strong understanding with SLAs and KPIs
Required Qualifications:
- Has a Bachelors degree in Information Technology or Computer Science, fresh graduate or with up to 2 years of relevant working experience in an IT, BPO and Shared Service environment with excellent Customer service orientation.
- Has previous experience working in a Shared Services Center, willing to work on a 24x7shifting schedules including weekends and holidays
- Is able to solve complex problems. Has excellent analytical and communication skills (written and oral) and masters the English language.
Preferred Qualifications:
Why Arcadis
We can only achieve our goals when everyone is empowered to be their best. We believe everyone's contribution matters. It's why we are pioneering a skills-based approach, where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together.
You'll do meaningful work, and no matter what role, you'll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark, on your career, your colleagues, your clients, your life and the world around you.
Together, we can create a lasting legacy.
Join Arcadis. Create a Legacy.
Our Commitment to Equality, Diversity, Inclusion & Belonging
We want you to be able to bring your best self to work every day, which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people. At Arcadis, you will have the opportunity to build the career that is right for you. Because each Arcadian has their own motivations, their own career goals. And, as a people rst business, it is why we will take the time to listen, to understand what you want from your time here, and provide the support you need to achieve your ambitions.
