Service Desk Analyst

at  FalconSmartIT

Job Title: Service Desk Analyst
Job Type: FTC ( 1 Year )
Job Location: The Hague , Netherlands

JOB DESCRIPTION:

Core Skill: Service Desk Dutch, Deskside, Endpoint Mgmt-Deskside ,Asset Mgmt Services(Hardware),Asset Mgmt Services(Service Now),Citrix Server_WP, Citrix Xen Deskside, Citrix XenApp, Active Directory, Laptop Imaging, Office 365, AD Azure

Key Responsibilities:

• Handling the voice calls, chat and emails in English and Dutch
• Ensuring all customer contact with Service Desk is precisely recorded throughout the lifecycle of tickets
• Requests are fulfilled at first call or dispatched timely to appropriate fulfilment parties
• Respond to customer inquiries, feedback, and compliments
• Use Remote Desktop tool to assist the end users as required
• To diagnose and resolve software and hardware incidents, including operating systems related incidents.
• To install and configure new IT software
• Ability of multi-tasking and operate under pressure
• Other Service Desk related tasks

REQUIREMENTS

• Good telephone manner, good communication skills and positive attitude.
• Candidates should be open to work in shifts environment
• At least 2 years work experience in Technical Help desk/Service desk
• Proficiency in spoken and written English and Dutch
• Flexibility to work on shift schedules (weekend)
• Strong problem solving and analytical skills
• Experience with MS Office/Windows 10/11 software.
• Experience in troubleshooting of Desktop, Laptop, Printer, Internet Browser, Network connectivity, MS-Office, VPN client, Active Directory.
  Regards,
  Sivaranjani
  sivar@falconsmartit.com

• Handling the voice calls, chat and emails in English and Dutch
• Ensuring all customer contact with Service Desk is precisely recorded throughout the lifecycle of tickets
• Requests are fulfilled at first call or dispatched timely to appropriate fulfilment parties
• Respond to customer inquiries, feedback, and compliments
• Use Remote Desktop tool to assist the end users as required
• To diagnose and resolve software and hardware incidents, including operating systems related incidents.
• To install and configure new IT software
• Ability of multi-tasking and operate under pressure
• Other Service Desk related task