Responsible for:- IT Incident Management- IT Problem Management- IT Request Fulfillment- Planning and results of the IT Service desk - Projects of the IT Service desk

- Processing change requests from various parties (service desk, suppliers, team lead, developers, functional managers, project leads and the internal customer). - Responsible for administration and monitoring of the complete change process accordingly to the process descriptions and workflows. - Maintaining contact with all parties and updating the change requests and informing the process owners.- Generating reports periodically and on demand.

- Supporting the end users with the use of the core banking systems on the following areas: incidents, problems, changes and service requests. Also supporting office IT and -applications, the local network and hardware.- Functioning in a team as Single Point Of Contact for the users, IT organization and business. - Coordinating tickets (pursuit and progress), monitoring the agreed service levels, keeping the user proactively informed and escalating when neccesary.

- Providing 1ste and 2nd line (technical and functional) SAP support to the SAP users within Deloitte.- Participating in work groups and meetings about (sub)problems, system adjustments, and the collecting, sorting out, analyzing, interpreting and reporting of data.- Facilitating an optimal transfer of knowledge to the CFM department.- Carrying out small projects.

- Processing invoices and keeping the orderbook up to date in Excel.- Applying changes and creating files in the database of Lotus Notes.- Archiving physical order files and keeping them up to date.

- Answering questions about consumers right by phone, e-mail or mail.- Assisting members with problems on the website, if possible solving the problem immediately.- Taking care of full administrative and commercial customer tasks.- Helping and coaching new employees, acting as coach.

- Selling products in the area of home entertainment and IT. - Solving customer problems and taking care of the repair administration process.- Achieving the set targets: extended product guarantees, selling up and product accesories.

- Delivering technical support to customers who experience problems with their analogue or digital television connection. - Delivering technical support with the installation of video on demand boxes, digital setup boxes or personal video recorders.- Detecting and taking advantage of any selling (up) possibilities and taking care of full customer administration history.