Perry Van Dijk Email & Phone Number

Almere, Flevoland, Netherlands

Nieuwegein, Utrecht, Netherlands

Amstelveen

Maarssen

Den Bosch

Naarden

As a process coördinator I am responsible for all service desk & ITIL processes that are implemented within the business. When I started at PEAK-IT, my main job was to deploy all ITIL processes on the Service Desk and make them familiar with the new way of working. To guarantee customer satisfaction and the concerted Service Level Agreements, I coached the service desk engineers in the whole process of call registration, call handling and customer friendliness.During above process I also designed documents (which are now the standard within PEAK-IT):- Minor RFC Document- Major RFC Document- External Access Authorization (used for 3rd parties to request access to our infrastructure)Later on I started at my current role, working as a consultant process coördinator. Within this role I take the lead in moving the customers contact center to our own contact center as a managed service. This means I need to define the scope and inventory all existing processes to make sure this lands successfully on our own service desk. Ofcourse without the loss of service level and customer satisfaction. During this project I also write the SLA (Service Level Agreement) and DAP (Document Agreements and Procedures) to make sure all our agreements are officialy covered. After that I focus on training the customer to make sure they follow the processes defined by PEAK-IT.When a project is completed, I still visit the customer once a week for a couple of hours to discuss the quality of service.Main focus during those meetings are:- Servicelevels- KPI's- Quality of registration- Process improvements- New features and servicesWhen needed (in case of absence) I assist the Service (delivery) managers.In 2015 I started a combi role as a process coördinator and service manager.

Lelystad

Ensuring the continuity of the entire infrastructureAlso responsible for workplace management.

Amsterdam Area, Netherlands

I'm responsible for managing the ITSM processes in accordance to the ADP Model based on ITIL best practices. I'm focused on core IT Service Management / ITIL functions including areas such as problem management, incident management and change management. I ensure that standardized methods and procedures are used for efficient and prompt handling of all incidents in order to minimize the impact of incidents upon service quality and consequently identifies opportunities to improve the day-to-day operations of the organization

Amsterdam Area, Netherlands

I'm responsible for managing the ITSM processes in accordance to the Logica Model based on ITIL best practices. I'm focused on core IT Service Management / ITIL functions including areas such as problem management, incident management and change management. I ensure that standardized methods and procedures are used for efficient and prompt handling of all incidents in order to minimize the impact of incidents upon service quality and consequently identifies opportunities to improve the day-to-day operations of the organization.

Amsterdam Area, Netherlands

I'm responsible for all the (virtual) servers used by our department.When necessary I also provide user support and write user documentation.

Apeldoorn Area, Netherlands

Supporting users with IT related issues in all possible ways, ordering new PC's, supporting system admin.

Supporting users with IT related issues in all possible ways, ordering new PC's, supporting system admin.