Service Desk & Deskside Engineer

Job Title: Service Desk & Deskside EngineerLocation: AMSTERDAM, The Netherlands.Job Description:Primary Skills:Experience: Minimum of 5 years of experience in Service Desk operations, providing support to end-users in a corporate environment.Communication Skills: Excellent communication and conversation skills in EnglishITSM Knowledge: Good understanding of Incident, Service Request, Change, and Problem Management processes, with the ability to effectively manage Service Desk activities.Incident Management: Proficient in logging, triaging, and resolving incidents, service requests, and problems in ITSM tools, ensuring adherence to SLAs.Ticket Management: Skillful in tracking and monitoring tickets, assigning them to relevant teams, and ensuring timely resolution within SLAs.Documentation: Strong documentation skills to maintain technical documentation, process documents, ticket status updates, and knowledge base articles.Technical Skills: Knowledgeable in troubleshooting desktop applications, network issues, printer problems, Active Directory, O365, and email-related issues, Microsoft Intune and MAC.O365 Products: Proficient in Microsoft Office 365 products, including configuration and troubleshooting.Remote Assistance: Ability to provide remote assistance to end-users using Remote Desktop tools, resolving technical issues efficiently.Vendor Management: Experience and skills in vendor management, coordinating with external vendors for issue resolution and service delivery.ITSM Tool: Proficient in using ServiceNow ITSM tool for incident management and service request execution.Soft Skills:Customer Handling: Excellent customer handling skills, with a focus on delivering high-quality service and support to end-users.Adaptability: Ability to handle unforeseen situations and adapt quickly to changing environments or user needs.Acceptance and Understanding: High level of acceptance and understanding in dealing with end-users, their queries, and various situations that may arise.Certifications:ITIL Certification: Candidate to be ITIL certified, demonstrating proficiency in IT Service Management practices.