• The role involves handling incoming calls, resolving technical issues, and providing first-line IT support to users, ensuring minimal disruption to business operations.
• To investigate causes of unexpected server crashes, and service crashes and provide RCA as and when required for hardware failure
• Accurately log all incidents and service requests in the ticketing system and follow up to ensure timely resolution.
• Hardware Troubleshooting (Desktop, Laptop, Servers, ticketing Kiosk and Network Devices)
• OS installation, upgrade and troubleshooting OS Service pacts/Patches installation for Windows and iOS using SCCM/Intune
• Third parts tools installation as per guidelines and manage Hardware Spare stock
• Monitor open incidents and requests, keeping users informed of progress and Adhere to service level agreements (SLAs) and performance targets.
• Assist with onboarding and offboarding of users by setting up accounts, IT Device and access rights.
• Vendor coordination for the replacement of faulty hardware
• Create and maintain knowledgebase/SOP and central repository for information’s sharing
• Knowledge and good understanding of Active Directory Tools and objects (policy, trust, FSMO), DNS, DHCP, Windows (x86 & x64) Group policy etc.
• Knowledge of ITIL framework
• Knowledge of hardware monitoring tools is an added advantage
• Minimum 4+ years of experience for Deskside consultant or Service Desk Expert
• Excellent communication and conversation skills (Verbal and Written – both Dutch or French & English)
• Should have a great customer handling skills
• Able to handle unforeseen situations and able to support Oncall when required during site outage
• This is a onsite role and would require to be working from Office and would be able to perform floor walk and report on daily basis.
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