:
Supporting the Business User with their daily IT Issues, Questions
Hardware and software incident resolution for on-site and remote users within the defined Service Level Agreements (SLAs), using standard remote-control tools
Support existing and new IT infrastructure and applications for designated function/site/application platform
Plan, coordinate and carry out hardware installation, moves, adds and changes. This will include the lifting and transporting of objects, such as computers and peripherals. Occasional inspection of cables in floors and ceilings.
Acting as Point of contact and Interface between Business & IT
Software Installs and Standard Desktop Application Support
Hardware Break-fixes and Swap-outs
Supporting large enterprise Projects & Initiatives
Thoughtful hands and eyes for centralized Teams and for technology rooms, MIM (Major Incident Management) Resolutions and Investigations
Remediate desktop (security) Issues under the leadership of global security Teams
Writing site documentation, run books and knowledge articles.
Provide IT2Go Services at selected Sites
Facilitate Collaboration between Site Support & Service Desk
Assist Colleague on-/off-boarding
Attend, participate and report on team and customer meetings.
Conference Room Maintenance
Local IT Vendor Relationships
Participation in Audits, BCP Tests
Minimum Requirements/Qualifications:
MBO in Computer Science or Engineering, certified IT specialist or similar
Good knowledge of Windows O/S and PC hardware
Experience with Microsoft Office product family
Experience with Service NOW or a similar ITSM tool (Ticketing Tool).
Use the service management tool and updating as incidents are progressed or resolved.
Ability to support with remote tools, antivirus & backup programs, hardware imaging, etc.
Motivated to constantly learn to keep a broad IT knowledge up to date
Ability to deliver an excellent customer experience
Good written and verbal communications skills
Non-Negotiable Hiring Criteria:
Experience in desktop support, system integration or comparable areas
Excellent Dutch and good English language skills (spoken & written)
3 years’ experience preferably in medium to large sized companies
Flexibility to support other sites when required.
