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Job description
As a ServiceDesk agent, you are the intermediary between your colleagues within the company and the executive services of the IT organization.
By listening carefully to our colleagues, you know how to get to the core of the question or problem. You tell in clear language what the solution is or the next steps you take if you cannot answer the question or resolve the incident immediately. You work independently, but you can always fall back on your colleagues. As a senior professional, you will also lead your team and, when applicable, act as an Incident / Problem / Change Manager.
As a ServiceDesk agent, you will be working for our Global ServiceDesk team located in Breda, the Netherlands, within a team of about 4 colleagues based in the Netherlands and the Philippines. The IT organization is a mixed team of professionals based in multiple countries across the globe and together with our vendors we manage all aspects of IT for the company. We seek a proactive personality who can motivate and enthuse direct colleagues.
The Global ServiceDesk within is the entry point for all IT-related requests, questions, and problem reports from our end-users. The department handles workplace management and customer service and reports on the service.
Description of activities:
- Provide full IT support on local IT equipment (desktop / laptop, mobile devices, printers, etc.), network and server infrastructure, office automation-related software of the company (top priority), and other OCs. Always follow the requirements and best practices of the company;
- Perform regular maintenance to ensure secure and updated IT equipment;
- Perform monitoring of several IT systems for security and performance insurance;
- Support Global ServiceDesk, join the End User Support Global Team, take proactive improvement actions, and closely collaborate with the other team members;
- Collect local business demands and evaluate the proper solution in compliance with Global IT standards, policies, and directives;
- Responsible for day-by-day ServiceDesk requests from users (top priority) for local and remote users using the 4Me Servicedesk platform;
- Cooperate to support Global ServiceDesk following the rules and best practices;
- Provide office automation support on different OA-related software (mainly MS productivity tools);
- Provide primary support (coaching and informal tutorials) to users on PC software (e.g., MS Office, etc.);
- Users onboarding and offboarding;
- Responsible for full HW support on PCs / laptops / printers / scanners/ PABX / video conferencing / networking equipment & connections /servers. Always in compliance with Global IT standards, policies, and directives;
- Evaluate / assess hardware purchases and upgrades;
- Installation, support, maintenance, monitor in compliance with Global IT standards, policies, and directives;
- Keep the asset and license inventory up-to-date (use an automated tool where possible);
- Follow the company's best practices regarding security and system integrity;
- Provides voice / PABX support;
- Administer and maintain PABX system and peripherals (e.g., call accounting PC, Auto Attendant, etc.);
- Support to Business Continuity Plan (BCP) and Disaster Recovery Planning (DRP) for the assigned servers and network infrastructure;
- Responsible for Data Center / Server Room maintenance (cooling and humidity controls, tidiness, etc.).
Profile of candidate
Knowledge and experience:
- MS Office365 (Teams, Office Exchange, Endpoint Management, etc.);
- Citrix Administration (XenServer, XenDesktop, Netscaler);
- Desktop Windows 10 OS;
- Server OS as of 2012;
- Active Directory Management;
- Azure Windows Active Directory, DNS & DHCP;
- Cisco Routers, Wireless access points / routers;
- SCCM / Intune;
- Hyper-V;
- SAN or NAS Storage.
Must:
- IT Support Specialist in a similar IT environment: small OC within a Global Organization (and Global IT structure);
- User support as a Global IT Support Team member, following Global IT standards, policies, and directives;
- Practice with an IT ServiceDesk Ticketing System;
- Vendor manager for local HW purchase;
- Basic Windows Server Management;
- Office 365 platform (user support, e.g., Outlook, Onedrive, Teams support);
- PC hardware, and software setup, and troubleshooting;
- Basic network principle;
- Basic security principles.
Soft skills:
- Reliability, ease of learning, accuracy, attention to detail;
- Good communication and interpersonal relationships, willingness to support users (VIP);
- Availability and flexibility, if needed after, hours availability, including weekends and public holidays;
- Good English communication, written and verbal;
- You have conceptual IT knowledge as well as knowledge of the infrastructure, workstations, peripherals, and system software;
- You are cordial in your communication with colleagues and service-oriented;
- You are very result oriented, show initiative, and work accurately;
- You know how to ask questions well, and you can communicate clearly and articulately, both in writing and orally;
- You take leading within a team and know how to get colleagues to share your enthusiasm.
Education level: MBO/HBO.
Company profile
Location
Publication date
Contact person
- Microsoft Office 365 ,
- Windows
- Food / stimulants ,
- Dairy
- Senior
