IT Support Specialist

• Experience with an enterprise level ticketing system - Service Now experience is a plus

The Support Specialist IT will be involved mainly in:

• Incident management, Request management, Change management, Knowledge management and Access rights management

• Second-tier support to local end users for PC and peripherals, office applications or mobile devices. Interacts with other service organizations to restore service and/or identify and correct core problem. Identifies, researches, and resolves technical problems to ensure a timely resolution as per SLA agreements.

• Perform incident resolutions and request fulfilment and supports end users on a variety of issues

• Follow-up of end-user hardware request process and order handling of hardware including coordinating delivery and collection

• Service end-user requests at the IT Service Spot

Wanted profile:

• Excellent customer service skills and Dutch language skills

• Completes assignments without direct supervision and good team player

• Experience with Microsoft Windows 10, MS Office products (2013 and later), DELL laptops, printers and peripherals

• Familiarity with network concepts and experience in diagnosing and troubleshooting connectivity

• Experience with an enterprise level ticketing system - Service Now experience is a plus

Activities include (but not limited to)

• Treatment of tickets and requests from end-users for all Deskside related support

• Handling end-user hardware request including coordination of, and delivery and pick-up

• Deploy/return/retire equipment (laptops, ...) in IT Equipment

• RMA follow-up of defective hardware (Laptop, Smartphone, Conf. devices, ...) with supplier

• Handling mobile telephony related requests

• Diagnosing and resolving issues at the IT Service Spot

• Roll-out and coordination of the fleet replacement (laptop, desktop)