Deskside Support Lead

Deskside Support Lead (Contract)

350 Euro Per Day

Location - Ijmuiden, Netherlands

The Deskside Support Lead will be responsible for managing the deskside services in UK covering 16 sites, Laptops, Tablets, Printers and Software installation related issues. The successful candidate will require knowledge in Service request fulfillment, Software Installation, IMAC (Install, Move, Add and Change), Patch management and antivirus management using the ITSM toolset - ServiceNow.

ROLES & RESPONSIBILITIES

OPERATIONAL ROLE RESPONSIBILITIES

• Provide 2nd line support to the end users
• Support issues relating to mobile devices, Active Directory, e-mail related issues, Internet browser
• Build and install Apple and Samsung mobiles
• Device software upgrades, patching and security compliance
• User data backup and restore
• Intune knowledge is desirable
• Diagnose and resolve IT related Incidents and service requests using IT Service Management tool Service Now
• Provide guidance to end users on usage of hardware, software and logged IT related Incidents
• Software installations
• Good verbal and written Dutch communication skills required along with customer management skills
• User query/issue handling

PERSON SPECIFICATION - QUALIFICATIONS, SKILLS & EXPERIENCE - ESSENTIAL CRITERIA:

Graduate in IT or Computer Sciences, or equivalent qualification

Awareness of ITIL processes - Incident, Request, Change and Problem Management

Knowledge in troubleshooting network and hardware related issues

Experience in ticketing tools such as Remedy, ServiceNow

Experience in service request fulfillment and software installation

Experience in handling issues in Windows Operating Systems

Constantly seeks to improve technical knowledge and researches new product capabilities.

Hands on experience in handling issues related to desktop, laptop, mobile devices and email services

Possess the ability to work in shift patterns (envisaged weekly rotation of 24x7 support coverage) and be willing to work out of hours where required. Whilst the Out of Hours/On-Call/working schedule has been determined in line with the current job role requirement, the Company reserve the right to alter such by providing a minimum of 4 weeks prior notice to any change as maybe required, in line with our clients expected operational service support schedule as may be determined from time to time

CREATIVITY

Be a creative thinker who easily makes connections among previously unrelated notions and tends to be seen as original and value-added in brainstorming settings with their peers;

LEARNING ON THE GO

Is able to learn quickly when facing new problems, is open to change and able to analyze both successes and failures of self and/or others when required to facilitate on-going improvement. Is able to experiments and will try anything to find solutions and enjoys the challenge of unfamiliar tasks, with the ability to quickly grasps the essence and the underlying structure of systems and services;

DIRECTING OTHERS

When in a lead/supervisory/managerial role, is good at establishing clear directions of others with the ability to set stretching objectives. Is able to distribute workloads fairly and appropriately in a well-planned and organized manner and maintains a two-way dialogue with others on their work and its results. Above all, is able to bring out the best in people and is a clear motivator and communicator;

INFORMING

Provides the information people need to know to do their jobs and to feel good about being part of the team, unit, and/or the organisation. Is able to provide informative and quantifiable information so that accurate decision making can be taken in a timely manner;

PROBLEM SOLVING

Uses rigorous logic and methods to solve difficult problems with effective solutions and probes all fruitful sources for answers. Can see hidden problems and is excellent at detailed analysis by looking beyond the obvious and doesn't stop at the first answer;

TECHNICAL LEARNING

Able to learn new skills quickly and is adept at learning new industry skills and competencies via various methods, including research and attendance at technical courses and seminars etc

KEY RELATIONSHIPS & CONTACTS

With Client

Establish and maintain excellent relationship with customer stakeholders and develop processes to improve efficiency and effectiveness for the client as an on-going basis;

With Line Manager/Senior Stakeholders

Maintain regular contact with Line Manager/Senior Stakeholders to update and appraise them on critical business issues and data points;

With Offshore Teams

Maintain regular contact with required Offshore teams as and when required to update them on current issues and decisions, seeking support for issues that affect the success of the contracts on-going deliverables as and when required;

With Peers

Develop and maintain positive relationships with other business partners, both internal and external, ensuring best practice advice is shared and maximum efficiency achieved;

With Others

Effectively and professionally communicate regularly with all functional teams and other parts of the company as required in the proper performance of such duties by regularly sharing information and building positive relationships to help achieve business goals and objectives within the account. Building positive relationships with external contacts to maximize efficiency and to represent the business in a professional manner at all times.

Adhoc Duties

To undertake any other duties of a reasonable nature, as may be determined by your Line Manager and/or relevant personnel designated for such purpose to do so, to meet the needs of the business and/or clients operational requirements as and when required. May also be required as determined by the needs of the business to carry out work at other locations on a global scale to undertake duties within the company on reasonable request, inclusive of short, medium or long term overseas deputation stay requirements.