Service Desk Analyst - Rotterdam, Nederland - Euronext

Beschrijving

The Euronext Corporate Services team is composed of over professionals that combine a strong local footprint across Europe with a deep understanding of global capital markets. They help organisations, both listed and non-listed, private and public, make the most effective use of capital markets and run more efficiently.

Euronext Corporate Services already serves more than 4,+ clients including over listed companies, private companies, advisors and public organisations. Our clients are located across all Euronext markets (Belgium, France, Italy, Ireland, Netherlands, Norway Portugal,) but also beyond (e.g. UK, Nordics, Spain, Germany).

This unique and comprehensive value proposition is articulated around four main pillars:

• Governance : Our board portal solution "iBabs" help organizations to secure, organize and run board meetings more efficiently (save time preparing agendas and board packs, collaborate easily with annotations, voting, meeting summaries).
• Communication : We are the market leader in webinars and webcasts services for financial results, internal communication, marketing and external communication with our solution Company Webcast. We help our clients to increase their visibility, engagement and international coverage. We also provide flexible and customized market data components for Investor Relations websites of listed companies.
• Compliance : Our InsiderLog products offer a solution to automate the management of inside information and insider lists for both issuers and their professional advisors. Our tool aims to save time and ensure compliance with the European Market Abuse Regulation (MAR).
• Investor Relations : Our Advisory team provides high-touch advisory, market intelligence and decision making analytics for listed companies willing to be more active on capital markets. Our IR.Manager tool provides a complete and intuitive IR management and targeting platform for corporate IR teams to professionalize the workflow and engagement.

Euronext Corporate Services is a fully integrated division, including all the resources to pursue its business activities: Sales, Marketing, Client Excellence, Product, Technology.

Summary of the role and description of the team

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 ECS 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 ECS 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.

Key responsabilities

• 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

Profile

• 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

Euronext Values

Unity

• We respect and value the people we work with

• We are unified through a common purpose

• We embrace diversity and strive for inclusion

Integrity

• We value transparency, communicate honestly and share information openly

• We act with integrity in everything we do

• We don't hide our mistakes, and we learn from them

Agility

• We act with a sense of urgency and decisiveness

• We are adaptable, responsive and embrace change

• We take smart risks

Energy

• We are positively driven to make a difference and challenge the status quo

• We focus on and encourage personal leadership

• We motivate each other with our ambition

Accountability

• We deliver maximum value to our customers and stakeholders

• We take ownership and are accountable for the outcome

• We reward and celebrate performance

We are proud to be an equal opportunity employer. We do not discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor. We value the unique talents of all our people, who come from diverse backgrounds with different personal experiences and points of view and we are committed to providing an environment of mutual respect.

Additional Information

This job description is only describing the main activities within a certain role and is not exhaustive. It does not prevent to add more tasks, projects.