Service Desk Consultant

Role: Service Desk & Field Service Consultant

Location: Amsterdam, Netherlands - Onsite

Role Type: Permanent/Full-time Job

Salary: potentially depending on experience

About the Role:

Responsible for supporting and managing the desktop, laptop, and mobile devices, along with the software and applications used by end users. This role involves maintaining the end-user environment, ensuring performance, security, and stability, and providing technical support for hardware and software issues

Key Responsibilities:

• Incident Management: Provide first-line support for IT issues reported by users, including troubleshooting hardware, software, network, and system problems.
• Provide Technical Support: Diagnose, troubleshoot, and resolve hardware and software issues for desktops, laptops, and mobile devices, either remotely or on-site.
• Manage End-User Devices: Deploy, configure, and maintain desktops, laptops, mobile devices, and peripherals such as printers and scanners.
• Application Support: Assist users with issues related to common applications (e.g., Microsoft Office 365, VPN, collaboration tools) and ensure software is up to date and functioning.
• Device Imaging and Deployment: Create, manage, and deploy standardized device images.
• Service Request Fulfilment: Handle service requests such as password resets, access requests, and software installations.
• Ticketing System Management: Log, prioritize, and categorize incidents and service requests in the ticketing system (e.g., ServiceNow, Jira).
• User Communication: Communicate effectively with end-users, providing clear and timely updates on the status of their issues or requests.
• Escalation: Escalate unresolved incidents to higher-level support teams, ensuring all relevant information is documented.
• Documentation: Create and update knowledge base articles for common issues, enabling faster resolution for future incidents.
• Remote Troubleshooting: Use remote access tools to diagnose and resolve issues for users across various locations.
• Hardware & Software Troubleshooting: Assist with basic troubleshooting for desktops, laptops, printers, and mobile devices, including installing and configuring software.
• Collaboration: Work closely with other IT teams (network, infrastructure, applications) to resolve more complex issues.
• Service Level Agreements (SLA): Ensure all incidents and requests are resolved within agreed-upon SLAs.
• Customer Service Focus: Maintain a high level of customer service, ensuring user satisfaction with timely resolution and clear communication.

Required Skills & Qualifications:

• Technical Knowledge: Basic understanding of operating systems (Windows, Mac OS), common software applications (Microsoft Office, email clients), and hardware components
• Technical Expertise: In-depth knowledge of Windows, macOS, and mobile operating systems (iOS/Android) along with experience in supporting hardware such as desktops, laptops, and mobile devices.
• Software Proficiency: Strong understanding of common business applications like Microsoft Office 365, VPN, remote desktop applications, and endpoint management tools.
• Experience in Imaging & Deployment Tools: Hands-on experience with SCCM, MDT, or similar tools for OS deployment and device imaging.
• Problem-Solving: Ability to diagnose and resolve basic IT issues efficiently.
• Communication Skills: Strong verbal and written communication skills to effectively engage with end-users and technical teams.
• Team Player: Ability to work collaboratively with colleagues and escalate issues when necessary.
• Ticketing Systems: Experience with ticketing systems like ServiceNow, Jira, or similar.
• Certifications (Preferred): ITIL Foundation, CompTIA A+, or equivalent certifications.
• Time Management: Ability to manage multiple tickets and tasks while meeting deadlines.
• IT Security Awareness: Understanding of security policies, endpoint protection, and compliance standards (e.g., encryption, antivirus, patch management).
• Problem-Solving Skills: Ability to diagnose and resolve technical issues efficiently, both remotely and in person.
• Communication Skills: Excellent verbal and written communication skills for interacting with end users and IT teams.
• ITIL Awareness: Familiarity with ITIL principles and experience with incident, problem, and change management processes.
• Strong knowledge of Windows and macOS operating systems.
• Experience troubleshooting hardware, software, and networking issues.
• Familiarity with remote desktop tools (e.g., TeamViewer, AnyDesk, Microsoft Remote Desktop)