JPC - 3298 || Service Desk || Apeldoorn, Netherlands || Contracting/Freelance

Job type:
Start date:
4 months (extension possible)
Adroit People Ltd
Published at:
flag_no Netherlands
Contact person:
Rajesh Ponasanapalli
Project ID:

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We are hiring Service Desk || Apeldoorn, Netherlands || Contracting/Freelance

My name is Aswini Rajesh and I am from Adroit People Limited. Please find the details of the opportunity below. If interested in being considered or to learn more, please send me an updated copy of your resume in Word format and furnish the below details and let me know the best time to reach you so that we can discuss regarding this position further.

Role: Service Desk
Location: Apeldoorn, Netherlands
Hiring Mode: Contracting/Freelance
Language: Dutch

Job Description:

Assignment description -
As a service desk employee you support end users in the field of ICT services by telephone and in writing. You ensure correct acceptance, careful handling and as soon as possible to resolve technical and functional disruptions. You use various applications and a known-error base. From an operational analysis, you identify related technical and functional disruptions, questions and requests. If there is reason to do so, you can adjust the priority and monitor progress. One of the most important things on the IT service desk is cooperation with all colleagues. There is a good atmosphere in our department.

Assignment - The Service Desk strives for a high resolution capacity, which means that the disruptions and incidents in the ICT services be solved after one contact with the Service Desk. The resolution is currently approx. 70%, with approx. 60% being solved after one contact. The Service Desk is the DCS portal where end users and internal customers can submit Service inquiries. The Service Desk is a Single Point Of Communication for the end users in case of: - disruptions or questions in the field of ICT; - complaints and / or compliments; - service quests such as requests for products from the Products and Services Catalog. The service desk is always available by phone. Working days are from 7 a.m. to 8 p.m. from a desk on location in Apeldoorn. The occupation will be arranged via a timetable. Consignment services will be available between 20:00 and 7:00 the next working day and at weekends. The service desk will focus on accessibility via multiple channels (telephone, e-mail, webcare, ...)

Minimum MBO-4 diploma in the field of ICT
Demonstrable experience on a 1st line service desk - 0.5 years
Good knowledge of Windows 7, 8 and 10 systems - 1 year

Customer-oriented properties;
- Stress resistant;
- Analytical;
- A team player with good oral and written communication
- Good ability to transfer knowledge to internal end users;
- Independence; be able to work with sufficient insight to recognize interfaces with the environment (such as customers, colleagues, 3rd line solution groups) and to take them into account.

Knowledge of IBM Notes;
- Knowledge of telephony, both fixed, mobile and VoIP;
- Knowledge of the service desk management tool of ICD;
- Knowledge of Linux;
- Knowledge of Microsoft Office (2013);
- ITIL Foundation certificate
HBO working and thinking level or diploma preferably in the field of ICT

Aswini Rajesh