Deskside Analyst

We are actively seeking a Deskside Analyst required to work for a leading IT Outsourcing Solution provider based in Best in the Netherlands. This is initially a 12 month contract based at a client site.

PURPOSE OF THE JOB:

- Provide specialized hardware/software/network problem diagnosis/resolution for customer's end users (specialized Office Support/VPN)
- Route problems to onsite hands and feet support staff.
- Coordinate H/W Maintenance activity with 3rd Party for hardware installation, troubleshooting and fixing hardware issues.
- Inventory Management for All Devices Phones/Desktop/Laptop/Servers/Switches/Routers/Peripherals/etc for sites
- Provide support to Desktop hardware software and applications as assigned by Service Desk - Timely closure of incidents. Quality of resolution notes.
- Logistics movement of spares to various locations along with client
- Perform Network Cabling changes if required.
- Troubleshoot LAN Problem.
- Perform Service Request Activities
- Perform Global Account Management Activities
- Assist offshore Support members in reaching out to end users for troubleshooting and fixing issues.

PRINCIPAL ACCOUNTABILITIES:

- Work closely with service desk & other track teams to obtain technical knowledge and to permanently solve chronic problems.
- Training: Be willing to impart on the job and commercial training designed to enhance skills and support capabilities.

KNOWLEDGE, SKILLS
- Support, configuration and maintenance of accessories, such as drivers of CDROM, CD-RW, DVD, scanners, PCMCIA cards, speakers and other plug-and-play equipments.
- Others: Adobe Acrobat and other common desktop applications
- Experience in SME support in specialized desks like VPN, MS Office etc.

DIMENSIONS:

- Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
- Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
- Ability to learn new information quickly and the willingness to do so at all times.
- Ability to work flexible hours from time to time to cover for other help desk staff

COMPETENCIES:

- Customer Focus
- Teamwork
- Technical Expertise
- Interpersonal Effectiveness
- Concern for Order and Quality

KEY BUSINESS CHALLENGES:

- Meet or exceed current client and team SLA
- Keep up-to-date on new technologies and end customer technologies
- Keep customer satisfaction high
- Reduce user downtime
- Analyze chronic problems

LANGUAGES:

- Dutch (1st language)
- English (2nd Language)