Technical Support Analyst

about randstad enterprise

As the leading global talent solutions provider, Randstad Enterprise enables companies to create sustainable business value and agility by keeping people at the heart of their organizations. Part of Randstad N.V., we combine unmatched talent data and market insights with smart technologies and deep people expertise. Our integrated talent solutions — delivered by Randstad Advisory, Randstad Sourceright and Randstad RiseSmart — help companies build skilled and agile workforces that move their businesses forward.

Randstad Enterprise supports some of the world's most renowned brands to build their talent acquisition and management models that not only meet their business needs today but also in the future. We offer solutions in Europe, Middle East and Africa (EMEA) region, Asia Pacific (APAC) region as well as in North America (NAM) region. This results in a digital way of working and requires a proactive mind-set.

Our solutions know no limits, we have proven experience delivering market-leading MSP, RPO, Total Talent, and Services Procurement Solutions including technology, talent marketing, talent intelligence, and workforce consulting services.

We create the best talent experience, from attraction to onboarding and onto ongoing career development, we understand the human and digital touchpoints that compel talent to join and stay with a company.

We know where the talent of tomorrow is, how they behave, what they are looking for, and how to build their loyalty toward a specific company employer brand.

We push the boundaries of our industry to be able to see around the corner for our clients, continually investing in innovation to stay ahead in our market.

purpose of the job

the technology analyst provides an outstanding service from his / her expertise that is customer focused and drives improved organisational performance. Delivering three main activities; technology support, training and testing. All across Randstad Sourceright EMEA, Technology Analysts are responsible for solving various technical issues coming in via tickets; providing technical training to operational teams and testing solutions during implementations.

the technology analyst provides 1st and 2nd line technology support for a portfolio of customer MSP & RPO programs, focusing on supporting internal stakeholders and clients in the EMEA region. Apart from managing issues & incidents, the technology analyst takes part in implementing changes to VMS / ATS systems and is involved in technology implementation, expansion and enhancement projects. Training and testing related to the previously mentioned activities are also part of the role.

in summary, the purpose of the role is to provide technology expertise as part of the service level chapter within the squad based structure of the technology enterprise department. In particular providing dedicated support to the assigned squad.

key performance indicators

• first- and second-level support for a portfolio of clients. Escalate issues to the third level (RSR Technology Project Manager or VMS provider) if required, and drive resolution
• work independently to resolve issues within SLA. Issues can range from users unable to access the system to system errors & misbehavior affecting an entire program
• maintain contact with technology partners (such as SAP Fieldglass, Beeline, IQNavigator) regarding issues & change requests
• provide training to operational teams about the supported applications
• take part in testing during new implementations
• update and improve toolkit and knowledge base

key stakeholders

your responsibilities

recommendations

needs assessment

project management : supports others by performing prescribed project management activities following existing procedures.

data collection & analysis : produces accurate reports for others by collecting data from a variety of standard sources and inputting that data into standard formats.

job requirements

education

experience

job requirements

education

experience

additional skills needed