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 Service. Now 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.