IT Service Desk Technician

The IT Service Desk Technician is responsible for the day-to-day operations of the IT service desk.

Accountabilities

• Act as a service desk contact for tickets, phone calls and emails from staff regarding IT issues and queries;
• 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;
• To arrange and follow up external technical support where problems cannot be resolved in house;
• Maintaining an Asset Database and track changes;
• Make new user accounts and mailboxes;
• Create and maintain official helpdesk procedures and documentation (SOP, WI, CL);
• Install and configure PCs, laser printers, label printers, tablets;
• Assist in the creation and maintenance of service desk automations & projects
  (PC Imaging, Patch updates & Security updates, Anti-Virus rollouts / updates etc…);
• Assist in the maintenance of the desk lay-out and IT solutions provided to end users;
• Escalate unresolved calls to the infrastructure support team;
• Provide stats for the weekly Service Desk report on call trends;
• Publishing support documentation to assist staff with requests for information & provide staff training if required.

Profile requirements

• Basic knowledge and experience of ICT;
• At least 1 year of experience in a similar function;
• Show initiative, autonomy and good analytical skills;
• Prepared to expand knowledge;
• Customer-oriented;
• Creative and proactive;
• Good communication skills;
• Team player, able to work independently;
• Flexible;
• Structured;
• Resilient to stress and high pressure;
• Planning & organisation – Planning & organization: plans and organizes own work(load) in an effective way by setting priorities and meeting deadlines;
• Adaptability to change– Embracing change: is open for change and willing to adapt to changing tasks, priorities and unexpected events;
• Resilience – Displays a positive attitude in the face of ambiguity, stress and change;
• Communication & influencing– Communicates with clarity: speaks and writes clearly and to-the-point; active listener;
• Analytical thinking– Gathers information from varied sources, analyzes data in a critical way using common sense and logical thinking;
• Software and database applications:
  • Active Directory and MS Exchange (creation of users and groups), Windows Permissions
  • Good basic knowledge of current hard- and software
  • Good basic knowledge of Windows Operation Systems, MS Office Professional
  • Good basic knowledge of networks
• Languages:
  • Good knowledge, orally and in writing of Dutch, preferably also English.

Our offering

We offer you an exciting job in a fast growing international and innovative environment where you can work with top entrepreneurs in the biotech industry. You can be part of a very dynamic, young and growing team. You will have freedom to shape your work and shape your job where you deem it necessary: we value your input. Of course we offer you an appropriate compensation package.