Role ; Service Desk Analyst
Location: Amsterdam, Netherlands
Work Mode : Onsite
Language: Dutch - (Verbal and Written – both Dutch - Primary or French-Secondary & English)
Job Description :
Job Summary -
· The role involves handling incoming calls, resolving technical issues, and providing first-line IT support to users, ensuring minimal disruption to business operations.
· To investigate causes of unexpected server crashes, and service crashes and provide RCA as and when required for hardware failure
· Accurately log all incidents and service requests in the ticketing system and follow up to ensure timely resolution.
· Hardware Troubleshooting (Desktop, Laptop, Servers, ticketing Kiosk and Network Devices)
· OS installation, upgrade and troubleshooting OS Service pacts/Patches installation for Windows and iOS using SCCM/Intune
· Third parts tools installation as per guidelines and manage Hardware Spare stock
· Monitor open incidents and requests, keeping users informed of progress and Adhere to service level agreements (SLAs) and performance targets.
· Assist with onboarding and offboarding of users by setting up accounts, IT Device and access rights.
· Vendor coordination for the replacement of faulty hardware
· Create and maintain knowledgebase/SOP and central repository for information’s sharing
· Knowledge and good understanding of Active Directory Tools and objects (policy, trust, FSMO), DNS, DHCP, Windows (x86 & x64) Group policy etc.
· Knowledge of ITIL framework
· Knowledge of hardware monitoring tools is an added advantage
· Minimum 4+ years of experience for Deskside consultant or Service Desk Expert
· Excellent communication and conversation skills (Verbal and Written – both Dutch - Primary or French-Secondary & English)
· Should have a great customer handling skills
· Able to handle unforeseen situations and able to support Oncall when required during site outage
· This is a onsite role and would require to be working from Office and would be able to perform floor walk and report on daily basis.
· 5% travels across continent locations will be required across the Netherlands and France