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Service Desk Engineer

Timișoara Product & IT Development
Your role

What is it about

InSites Consulting is listed as one of the top 10 most innovative marketing research agencies in the world. We are a crazy blend of academic visionaries, research innovators and IT developers who are determined to take market research forward every day and bringing a sense of 'coolness' to it. Today, more than 450 enthusiasts working in eleven offices across the globe get their energy from helping world leading brands to excel in marketing and to develop deeper connections with consumers on a global scale. Although we are not a hard-core tech company (yet), owned innovative technology that will drive future growth of InSites Consulting is at the heart of our strategy. A growing share of our passionate 500+ colleagues (i.e. Developers, QA, Product Owners) is directly contributing to this, as we do take our mission to develop state of the art proprietary platforms & tools goddamn serious. That’s where you come in! As a Service Desk Engineer, you become part of the Platform support (which is part of the bigger Platform Innovation Department). Platform Support is a new team that will help InSites become a stronger and more professional tech company. The Service Desk engineer is the first point of contact for all support related questions about the proprietary and non-proprietary software and tools we use on projects, manage, control and review access and PO creation for non-proprietary tools. The main platforms you will be supporting is the Consumer Consulting Square and Decipher. A ‘Square’ is a closed, online, and mobile first community that establishes a long-term relationship between interesting and interested consumers at one hand with a brand and researchers at the other hand. At this moment, we have set-up 400+ Square platforms in 25 languages among 100K unique users. Next to the Square you will also be our first point of contact for all non-proprietary software we use on projects. Examples are Decipher, Confirmit, Zoom, etc.
Your responsibilities

What you'll do

  • One of your first tasks will be to learn everything about our proprietary and non-proprietary tools, i.e. the Consumer Consulting Square
  • Access management: give, control, manage and review regularly access to non-proprietary tools
  • PO creation: create PO for non-proprietary tools partnerships
  • First line service desk tickets
  • Escalate tickets you cannot resolve to second line (QA and Developers)
  • You keep people informed about the status of their ticket
  • Your goal is to have an “empty” service desk, all tickets should be closed as soon as possible
  • You create a knowledge base for yourself, your colleagues, and our end users
  • You propose structural solutions to the Product Team for recurring issues
  • In time we expect you to be able to fix certain issues directly in the database
  • When needed you assist in other service desks, e.g. our Participant Support Service Desk
  • You participate in multiple agile/scrum meetings to stay up to date about our products, i.e. the Sprint Planning, Sprint Review and refinement meetings
Your profile

What you'll bring

Service desk experience is a plus. Proficient in English, both written and spoken. Experience in online market research methods & tools is a plus. Basic knowledge of web technologies (HTML, CSS) and SQL is a plus

Why this is(n't) for you

  • You have an eye for detail
  • You like to coordinate processes and administrative tasks
  • You are a technical person;
  • You like to dig into technical challenges independently
  • You’re an excellent, proactive communicator
  • You're a team player
  • You are a true problem solver
  • You don’t empathize with end users and a great customer experience is not something you are interested in creating
  • You don’t want to learn or develop
  • You don’t like helping colleagues and clients solve their platform issues
  • You don’t take pride in your work
Our offer

What’s in it for you

We believe the best work comes from happy people.
Here are just a few of the professional and personal benefits you’ll experience at InSites Consulting.
Can’t get enough? Check out more of our favorite company & team perks!

Pay & benefits

  • Competitive salary
  • Private health insurance
  • Private pension plan
  • Fulltime remote working possible
  • Reimbursement of lenses
  • Meal vouchers
  • Extra holidays based on seniority
  • Extra free days for special events
  • Massage chair in the office
  • Happy moments celebrated
  • Regular themed parties
  • Access to Bookster, the biggest online library
  • Holiday vouchers for Christmas and New Year
  • Relaxing areas with ping pong table, foosball table, Xbox
  • 25 days of holiday from the first year (including company closing between Christmas and New Year)

A great place to work

Hear from the team

“I’m co-leading our Media & Entertainment research team and as every team within the business, we are a company in the company. We have the liberty to decide which clients we work for, which subsectors we go after, decide on the strategy, how we meet our objectives and also how we design and deliver projects.”

Vincent Konings, Research Team Director

Each team at InSites Consulting feels like a little family, full of members you can trust and build upon every single step of the way. And it’s not all work and no play, we make plenty of time for fun as well. Think team buildings, company events… both on- and offline, and on a global scale as well.

Thomas Cnudde, Junior Research Consultant

The biggest thing that I truly love about InSites Consulting is how inclusive the company is; they are very people-cultured so you’re coming into a family of people that truly just care about each other.”

Puleng Thutlwa, Junior Research Consultant

One of the things that’s always been really great at InSites Consulting is the career path. I started as a Junior Researcher, and I worked my way up through the ranks, and this has given me the opportunity to coach people, lead accounts, be a team lead, input into company strategy.

Kev Lacey, Research Development Director

InSites Consulting provides great opportunities for growth, based on your desired career path and your skills. We are a group of friendly and fun people to work with, and we help each other out to achieve our goals.

Iuliana Rus, Project Manager
Our location

Where you'll work

Timișoara
Our selection process

What to expect when you apply

  • Our recruiting team will review your application and follow up on whether we’ll move forward with your application or not.

  • We will take the time to learn more about you and share more details about the career opportunity.

  • In this stage, we will combine a skill-and-knowledge test (related to the role you are applying for) with an interview, with two of your future team members.

  • You will meet your soon-to-be Team Leader.

  • After a positive evaluation, you receive an offer. In other cases, we always provide candidates with thoughtful feedback.

Contact

Questions

Delia Frigg

Recruiter

Are we a match?

Join the team!

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