Description
Service Desk analyst, Dutch speaker, Amsterdam
Role:
Please only apply if you can meet the following criteria and are a fluent Dutch speaker.
Responsible for assisting the customer with their questions about supported software and platforms, ensuring adherence to company processes, policies and customer SLAs/OLAs.
Day to day management of our proactive monitoring software; includes logging all related service desk tickets on our ticket logging system and dealing with them as per the service guidelines.
Log information on tickets and calls received, where required and maintain detailed and accurate records.
Qualifications, work experience and knowledge required
Experience working in a technical customer service IT support role (desktop) previously
Experience of working in a customer services role
Exposure to working within SLAs
Demonstrable experience of working in a fast paced working environment
Full and valid driver's license
Skills (including technical and behavioural)
A good understanding/working knowledge IT, especially in the following technologies: Windows Operating Systems(7, 8.1, 10), Microsoft Office, AV Products, PC & server security, ADSL, LAN, Exchange, Active Directory
A good understanding of IT support principles; eg desktop, networks, infrastructure
Ability to use desktop software and applications- word processing, spreadsheets and graphics
A basic understanding of Apple (desirable)
Office 365 experience (desirable)
SCCM experience (desirable)
Excellent customer service, communication and interpersonal skills- able to build and establish good working relationships internally and externally
Excellent telephone manner and customer engagement skills
Practical problem solving and negotiation skills
Strong prioritisation, time management and troubleshooting skills
Approach- Passionate, proactive, dynamic, enthusiastic & customer focused
Passionate about IT and providing excellent customer service