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Position: Service Desk Agent (Dutch)
Employment Type: Contractual Role
Location: Remote
Key Responsibilities:
§ Deliver precise, prompt, and high-quality customer-centric support. Ensure the excellence and effectiveness of technical assistance provided 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 business requirements are fulfilled while complying with ITIL protocols, 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 possess an understanding of Windows naming conventions (files, directories, paths, and drives).
§ Show creativity and thoughtfulness in problem-solving approaches.
Qualifications:
§ Availability to work during operational hours.
§ Basic experience in Help Desk, Call Center, or Technical Support settings.
§ Familiarity with ServiceNow or similar ticketing systems is preferred.
§ Knowledge in managing incidents, problems, and requests related to end-user PC hardware and software issues in a Windows environment. Experience with mainframe issues is an advantage.
§ Proficiency in the most recent Microsoft Windows Operating System and Microsoft Office Suite.
§ Experience with remote connectivity tools such as VPN and VDI.
§ Basic understanding of TCP/IP and network hardware, including routers, switches, and hubs, along with their functionalities.
§ Familiarity with remote assistance tools like Webex/PC Assist or similar applications used for remote support.
§ Knowledge of home networking and Wi-Fi troubleshooting.
§ Experience in Security Administration of Active Directory and/or IBM RACF is a plus, particularly in employee management and security group creation.
§ Adherence to ITIL processes and procedures; ITIL framework certification is preferred.
§ Ability to collaborate effectively within a team environment, including participation in rotational assignments or project teams.
Preferred Skills:
§ Strong customer service abilities.
§ Flexibility in adapting to new technologies and processes.
§ Availability for a flexible schedule (24/7).
