Job description

Responsibilities:

• Provide Level 1 support for end-user incidents and service requests, ensuring timely resolution in line with defined SLAs.
• Handle basic IT issues including system troubleshooting, application installations, network patching, and printer support.
• Manage asset requests, coordinate with stakeholders during refresh cycles, and assist in hardware deliveries and returns.
• Maintain detailed documentation of incidents including root cause and resolution, ensuring proper ticket updates.
• Coordinate with users via mailbox management, responding to queries and providing regular updates.
• Support end users at the Tech Bar, resolving walk-in issues and offering guidance on IT equipment and processes.
• Install OS images on desktops and laptops as per organization standards and assist with initial setup.
• Maintain process and knowledge documentation specific to the location.
• Collaborate with other IT teams for issue escalation and resolution as needed.
• Demonstrate strong customer service skills, managing expectations and ensuring a positive support experience.
• Assist in generating basic reports and identifying patterns in incidents for continuous improvement.

Required Skills and Qualifications:

• Minimum-level experience in IT Field Services or Helpdesk/Deskside support roles.
• Good understanding of IT hardware (laptops, desktops, printers) and software applications.
• Familiarity with ticketing systems and SLA-based incident management.
• Knowledge of basic network troubleshooting and patching.
• Experience with OS image installation, device setup, and troubleshooting.
• Strong communication and customer-handling skills.
• Basic analytical skills to support reporting and trend analysis.
• Ability to manage multiple requests and prioritize tasks in a fast-paced environment.
• Comfortable with documentation and process maintenance.
• A valid driver’s license is required, as occasional travel between sites may be necessary.
• Has a professional level of Dutch language proficiency.