Service Desk & Deskside Engineer

Language Requirement

• Proficiency in Dutch is an added advantage.

• Minimum of 3 years of experience in Service Desk operations supporting end-users in a corporate environment.

• Excellent verbal and written communication skills in English.
• Versant score of 70 or equivalent is preferred.

• Strong understanding of IT Service Management processes including Incident, Service Request, Change, and Problem Management.
• Ability to manage Service Desk operations effectively and ensure process adherence.

• Proficient in logging, triaging, and resolving incidents, service requests, and problems using ITSM tools.
• Skilled in tracking, monitoring, and assigning tickets to appropriate teams while ensuring SLA compliance.

• Strong documentation skills with the ability to create and maintain technical documents, process guides, ticket updates, and knowledge base articles.

• Desktop and laptop issues
• Network and connectivity issues
• Printer and peripheral problems
• Active Directory, O365, and email-related issues
• Microsoft Intune
• macOS environments and JAMF management

• Ability to provide remote assistance through remote desktop tools to resolve user issues efficiently.

• Experience coordinating with external vendors for issue resolution, escalations, and service delivery.

• Proficient in Service Now for incident management, service request handling, and workflow tracking.

• Customer Handling: Strong customer-service mindset with a commitment to delivering high-quality support.
• Adaptability: Ability to respond effectively to changing situations and unexpected challenges.
• User Empathy: High level of understanding and patience when dealing with end-users and diverse support scenarios.

• ITIL Certification required, demonstrating solid knowledge of IT Service Management practices.