Service Desk & Onsite L1 support Utrecht • TriniTech Consulting

Vacature in het kort

Volledige vacaturetekst

• Service Desk & Onsite Support L1 support
• Serve as the first point of contact for IT support via phone, email, chat, and ticketing system
• Maintain accurate documentation of issues, solutions and processes in the IT service management system
• Ensure that issues are resolved within ticket life cycle
• Troubleshoot and resolve IT issues, escalating out of scope categories to Level 2 or relevant teams when necessary
• Install, configure, and maintain desktop and laptop computers, mobile devices, printers, and other peripherals
• Assist with account setup, password resets, and access management in Active Directory and other systems
• Support office and remote users in troubleshooting VPN, email, collaboration tools, and other enterprise applications
• Conduct basic IT training for end-users on common issues and best practices if necessary
• Assist in onsite support activities, including hardware deployment, desk setups, and meeting room tech support
• Participate in IT asset management by tracking and managing hardware and software inventories
• Work independently and collaboratively within a team
• Communicate professionally within internal and external contacts
• To ensure that breaks are pre-approved by SME, Team Leader or Manager
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI

Gevraagd

• Certifications (Optional) ITIL, Microsoft Certified: Modern Desktop Administrator Associate, MCSE, Software Development/Application support
• Level of expertise L1
• Excellent communication skills and telephone manner.
• Application Support: Prior experience in Application support/Software development, IT Service Desk
• IT Awareness: Understanding of networking concepts (TCP/IP, DNS, DHCP, VPN). Experience with Microsoft 365, Active Directory, and common enterprise applications
• Tools: Familiarity with ticket systems such as ServiceNow, Jira, HPSM, BMC Remedy, Monitoring Tools, CA Service Desk or similar
• ITIL: Knowledge of ITIL processes and procedures would be an added advantage
• Basic understanding of IT security best practices
• C1 level Dutch language skills in combination with excellent English language
• Ability to work independently and manage multiple tasks in a face-paced environment
• Strong customer service and communication skills, both verbal and written
• Excellent problem-solving skills with the ability to diagnose technical issues effectively