Job Title: Service Desk & Deskside Engineer
Job Location: Amsterdam, Netherlands / Onsite
Is it Permanent/ Contract: Until Jul 26
Language: preferably Dutch / English
Job Description
Who we are?
At this Technologies, we are a leading global IT Services company, dedicated to driving digital transformation and innovation for businesses around the world. Founded in 1990, it has grown into a global trusted partner for enterprises, offering comprehensive AI empowered services including IT Consulting, Application Development, Infrastructure and Cloud Management and Business Process services.
We are a community of creative, diverse, and open-minded creating smiles through the power of great people and technology.
We pride ourselves on our people-centric culture and commitment to sustainability. Our diverse team of over 30,000 professionals across 30 countries is driven by a shared passion for innovation and excellence. We foster a collaborative environment where creativity and continuous learning are encouraged, enabling our employees to thrive and grow.
Job Description:
Primary Skills:
- Experience: Minimum of 5 years of experience in Service Desk operations, providing support to end-users in a corporate environment.
- Communication Skills: Excellent communication and conversation skills in English
- ITSM Knowledge: Good understanding of Incident, Service Request, Change, and Problem Management processes, with the ability to effectively manage Service Desk activities.
- Incident Management: Proficient in logging, triaging, and resolving incidents, service requests, and problems in ITSM tools, ensuring adherence to SLAs.
- Ticket Management: Skillful in tracking and monitoring tickets, assigning them to relevant teams, and ensuring timely resolution within SLAs.
- Documentation: Strong documentation skills to maintain technical documentation, process documents, ticket status updates, and knowledge base articles.
- Technical Skills: Knowledgeable in troubleshooting desktop applications, network issues, printer problems, Active Directory, O365, and email-related issues, Microsoft Intune and MAC.
- O365 Products: Proficient in Microsoft Office 365 products, including configuration and troubleshooting.
- Remote Assistance: Ability to provide remote assistance to end-users using Remote Desktop tools, resolving technical issues efficiently.
- Vendor Management: Experience and skills in vendor management, coordinating with external vendors for issue resolution and service delivery.
- ITSM Tool: Proficient in using ServiceNow ITSM tool for incident management and service request execution.
Soft Skills:
- Customer Handling: Excellent customer handling skills, with a focus on delivering high-quality service and support to end-users.
- Adaptability: Ability to handle unforeseen situations and adapt quickly to changing environments or user needs.
- Acceptance and Understanding: High level of acceptance and understanding in dealing with end-users, their queries, and various situations that may arise.
Certifications:
- ITIL Certification: Candidate to be ITIL certified, demonstrating proficiency in IT Service Management practices.
