IT Service Desk Support

This is an Entry Level position, targeting candidates with 6 months - 1 year of recent experience in similar roles.

The role in short

As L1 IT Service desk worker you will execute technical support of users located across the Netherlands. You will answer incoming calls, track all information in a service management system, use the knowledge base along with their expertise to resolve service requests of as a first line support. You will resolve Incidents as quickly as possible to guarantee a business continuity.

Escalate issues which are beyond the jobholder’s technical capability or resource capacity to 2nd and 3rd support lines. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems providing the level of desktop support required.

Tasks and Responsibilities

• Serve as the single point of contact for ICT related issues, develop a thorough understanding of the end users;
• Resolve Basic Hardware and Software Issues reported to the Service desk;
• Support customers with computer related issues such as virus removal/password resets/email setup/software installs, devices operation issues;
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible;
• Follow standard Service Desk operating procedures, accurately log all Service Desk tickets (ServiceNow);
• Work with Field Services 1st, 2nd or 3rd level resolution groups to ensure tasks and incidents are resolved as soon as possible and inform the customer on actions taken;
• Develop technical knowledge of each system within the agreed services scope. Inform the Knowledge Manager in the event of missing knowledge in the Knowledge base;
• Maintain and consistently demonstrate general understanding of the various companies and employees, to properly prioritize the incoming workload.

Company Details

This is an excellent opportunity to develop your career with Akkodis, a global consultancy with over 200 clients in the Netherlands. As an Akkodis consultant you can be assured we take pride in developing your skills and giving you access to cooperate with our global clients. As a global consultancy Akkodis strives to retain our consultants in order to provide new and exciting opportunities within our local and global community.

Currently we are recruiting an IT Support Engineer, level 1. You will be assigned to a long-term project with one of our partners, a multinational provider of building material solutions, and work hybridly at their head quarters in Amsterdam Zuid. The service desk team is made up entirely of Akkodis employees, creating a strong pathway for growth into second-line roles.

Candidate Profile

Requirements

• Minimum 6 months of experience in similar contexts
• Good understanding of computer systems, knowledge of Windows 7 and 10 operating systems, mobile devices (Android, iOS) and other tech products;
• Ability to diagnose and resolve basic software and technical issues;
• Excellent communication skills;
• ICT related education degree or relevant experience;
• Active Directory knowledge;
• Experience in remote support of the users/customers;
• Understanding of Incident and Service Requests;

• Customer-oriented and cool-tempered;
• Analytical and troubleshooting way of thinking;
• Willing to learn and develop your interpersonal and technical skills further;
• Team player.

What we offer

• An exceptional pension scheme;
• A lease car or travel expense reimbursement;
• Development plan, with training and certifications; clear path for advancement into second-level roles;
• Restaurant and parking onsite.

If interested, do not hesitate to apply!