IT Engineer

- Working in practice? IT Engineer - Hilversum
The IT department's strategy is to be the first choice for more and more patients because (care) information is always made available securely and smartly to the best teams within the organization and always with the highest achievable result. As an IT Engineer you are often the first point of contact for the IT organization. You handle user reports and resolve complex incidents and standard changes. This usually concerns more technical IT problems. It is your responsibility to coordinate and monitor these notifications. You do this to ensure that they are handled within the set service standards. So this is not just a 1st line function; you also deal with 2nd and 3rd line reports. You are the face of the IT organization. We not only help by telephone or email, but we also have personal contact. We periodically visit the practices so that we know what is going on with our (internal) customers. In addition to being an engineer, you are also a relationship manager who has contact with colleagues within the various labels and colleagues in the service center. What are you going to do?
Your most important tasks: Intake, registration, categorization, prioritization, diagnosis, and closure. Escalation of complex reports to specialists or suppliers. Actively enforce SLA and XLA standards. Apply standard changes based on knowledge items. Carrying out periodic checks, such as the quarantine box. Identify potential issues before user reports. Recording, checking, and evaluating knowledge items. Checking the content and understandability of knowledge items. Identification of outdated or updateable knowledge items. Identifying and implementing optimizations in ITSM processes and TOPdesk in collaboration with the process owners. Specific job characteristics: Mastery of relevant...