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Position: Service Desk Agent (Dutch)
Employment Type: 6 Months Contract
Location: Onsite
Key Responsibilities:
§ Deliver precise, prompt, and high-quality customer-centric support. Accountable for the excellence and provision of technical assistance to clients regarding the technology utilized for product and service support, as well as related software for internal personnel.
§ Address customer inquiries within a specified timeframe, providing resolutions and ensuring that client business requirements are fulfilled while complying with ITIL processes, corporate standards, and service level agreements.
§ Proactively identify, replicate, and resolve issues within areas of expertise in a professional manner.
§ Exhibit proficiency in the latest Windows Operating System and comprehend Windows naming conventions (files, directories, paths, and drives).
§ Show readiness and capability to develop thoughtful, innovative approaches to tasks.
Qualifications:
§ Availability to work during operational hours.
§ Basic experience in a Help Desk, Call Center, or Technical Support setting.
§ Familiarity with ServiceNow or a similar ticketing system is preferred.
§ Knowledge of all activities related to incident, problem, and request resolution management for end-user PC hardware and software issues in a Windows environment. Experience with mainframe issues is an advantage.
§ Proficiency in the most current Microsoft Windows Operating System and Microsoft Office Products.
§ Experience with remote connectivity through VPN and VDI.
§ Basic understanding of TCP/IP and Network Hardware, including routers, switches, and hubs, along with their functions and capabilities. Familiarity with Microsoft Windows Server technology.
§ Experience with remote assistance tools such as Webex/PC Assist or similar tools commonly used in Help Desks for remote control of client PCs.
§ Knowledge of home networks and Wi-Fi for troubleshooting purposes.
§ Experience in Security Administration of Active Directory and/or IBM RACF is a plus, though not required. Familiarity with employee additions, transfers, deletions, and creating security groups, as well as server security access, is beneficial.
§ Adherence to ITIL processes and procedures is essential, with ITIL framework certification preferred.
§ Ability to collaborate effectively with others in a team environment, including participation in rotational assignments or project teams.
Preferred Skills:
§ Strong customer service skills or experience.
§ Adaptability to new technologies and processes.
§ Availability for a flexible schedule (24/7).
