Service desk onsite analyst Vacatures

Over de vacature

The Service Desk & Onsite Analyst will provide first line technical support to users and troubleshooting for end-users, both remotely via the service desk and in-person at specific onsite locations. The successful candidate will require an aptitude for working with applications / systems to undertake analysis, diagnosis and resolution of user's problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

Controleer hieronder of u heeft wat nodig is voor deze functie en, zo ja, solliciteer dan zo snel mogelijk.

You must be able to travel to the following locations;

Groningen, Zwolle, Hoogeveen and Veendam

Key responsibilities:

Serve as the first point of contact for IT support via phone, email, chat, and ticketing system
Maintain accurate documentation of issues, solutions and processes in the IT service management system
Ensure that issues are resolved within ticket life cycle
Troubleshoot and resolve IT issues, escalating out of scope categories to Level 2 or relevant teams when necessary
Install, configure, and maintain desktop and laptop computers, mobile devices, printers, and other peripherals
Assist with account setup, password resets, and access management in Active Directory and other systems
Support office and remote users in troubleshooting VPN, email, collaboration tools, and other enterprise applications
Conduct basic IT training for end-users on common issues and best practices if necessary
Assist in onsite support activities, including hardware deployment, desk setups, and meeting room tech support
Provide on-site installation, repair and maintenance services
Travel to various onsite locations as required to support operations
Participate in IT asset management by tracking and managing hardware and software inventories
Work independently and collaboratively within a team
Communicate professionally within internal and external contacts
Adhere to Tech Mahindra and client's procedures, policies and guidelines; including KPI related activities to avoid business impact
To ensure that breaks are pre-approved by SME, Team Leader or Manager
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI

Skills/qualifications required:

Certifications (Optional) ITIL, Microsoft Certified: Modern Desktop Administrator Associate, MCSE, Software Development/Application support
Level of expertise L1 - L2 On-site or Remote Support
Excellent communication skills and telephone manner.
Application Support: Prior experience in Application support/Software development, IT Service Desk
IT Awareness: Understanding of networking concepts (TCP/IP, DNS, DHCP, VPN). xvlobhg
Experience with Microsoft 365, Active Directory, and common enterprise applications
Tools: Familiarity with ticket systems such as ServiceNow, Jira, HPSM, BMC Remedy, Monitoring Tools, CA Service Desk or similar
ITIL: Knowledge of ITIL processes and procedures would be an added advantage
Basic understanding of IT security best practices
C1/C2 level Dutch language skills in combination with excellent English language
Ability to work independently and manage multiple tasks in a face-paced environment
Strong customer service and communication skills, both verbal and written
Excellent problem-solving skills with the ability to diagnose technical issues effectively
Valid EU driving license (Category B or higher) + access to vehicle.

What we can offer:

Gross Salary: 3,800/month
Holiday Allowance: 8% (included in base)
Pension: 1%
Health Insurance: provided
Travel Reimbursement: EUR 0.30/km

Job Type: Full-time

Pay: €3.800,00 per month

Work Location: In person