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
