Service Desk & Deskside Engineer

Language Requirement

• Proficiency in Dutch is an added advantage.
  

Primary Skills & Responsibilities

Experience

• Minimum of 3 years of experience in Service Desk operations supporting end-users in a corporate environment.
  

Communication Skills

• Excellent verbal and written communication skills in English.
  

• Versant score of 70 or equivalent is preferred.
  

ITSM Knowledge

• Strong understanding of IT Service Management processes including Incident, Service Request, Change, and Problem Management.
  

• Ability to manage Service Desk operations effectively and ensure process adherence.
  

Incident & Ticket Management

• Proficient in logging, triaging, and resolving incidents, service requests, and problems using ITSM tools.
  

• Skilled in tracking, monitoring, and assigning tickets to appropriate teams while ensuring SLA compliance.
  

Documentation

• Strong documentation skills with the ability to create and maintain technical documents, process guides, ticket updates, and knowledge base articles.
  

Technical Skills

• Hands-on experience troubleshooting:
  

  • Desktop and laptop issues
    

  • Network and connectivity issues
    

  • Printer and peripheral problems
    

  • Active Directory, O365, and email-related issues
    

  • Microsoft Intune
    

  • macOS environments and JAMF management
    

• Proficiency in Microsoft Office 365 configuration and troubleshooting.
  

Remote Support

• Ability to provide remote assistance through remote desktop tools to resolve user issues efficiently.
  

Vendor Management

• Experience coordinating with external vendors for issue resolution, escalations, and service delivery.
  

ITSM Tools

• Proficient in ServiceNow for incident management, service request handling, and workflow tracking.
  

Soft Skills

• Customer Handling: Strong customer-service mindset with a commitment to delivering high-quality support.
  

• Adaptability: Ability to respond effectively to changing situations and unexpected challenges.
  

• User Empathy: High level of understanding and patience when dealing with end-users and diverse support scenarios.
  

Certifications

• ITIL Certification required, demonstrating solid knowledge of IT Service Management practices.