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IT Service Desk Support
Fulltime - Amsterdam
The IT Service Desk Support will provide first and second line technical support to internal staff. You will support the team to resolve issues that come into the service desk acting as a point of escalation for more challenging issues.
The Successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. Moreover, adopt a range of administration dutiesresponsibilities within this role, e.g. Asset Management.
Ensure that incidents and changes are resolvedimplemented in a timely manner to meet expectations and defined service level targets. Further, proactively help resolve tickets where required and participate as a project resource as and when required.
In this position your key responsibilities will be:
Act as a single point of contact for phone calls, personal visits and emails from staff regarding IT issues and queries
Receiving, logging and managing calls from internal staff via telephone and email
Maintaining an Asset Database and track changes
1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Smartphones, Laptops, PCs and Printers
Troubleshoot basic network issues
Escalate unresolved calls to the infrastructure support team
Log all calls in the Service Desk Call Logging system, Service Now
Adhere, advice and enforce security related requirements on user and end client level
Take ownership of user problems, follow up the status of problems on behalf of the user, and communicate progress in a timely manner
Maintain a high degree of customer service for all support queries and adhere to all service management principles
Provide basic in-house training in Microsoft O365 applications used within the organization (TEAMS, Outlook, Word, Excel, SharePoint and PowerPoint)
Publishing support documentation to assist staff with requests for information & provide staff training if required
Basic Active Directory, Intune and Azure knowledge. Creating user accounts, reset passwords, create groups etc.
Arrange for external technical support where problems cannot be resolved in house
Awareness of the care of IT and technical equipment both used in own role and in the provision and installation of equipment across the business
Awareness of Health & Safety for one self, those in ITS team and the organisation with regard to technical installations and support and in everyday aspects of the role.
What qualification should you have? The ideal candidate will have the following profile:
A recent ITIL qualification has preference, but absence of this will not be a showstopper
Previous experience in 1st and 2nd Line support role
Excellent written and verbal communication skills
An understanding of Wireless network technologies
Basic User & Security Group Active Directory administration
Strong knowledge of Microsoft based operating systems and applications with emphasis on Windows 10, Office 2016, Office365, TEAMS and Share Point
Experience with using and troubleshooting Outlook O365 within a network environment (permissions, calendar sharing, delegation)
You are a Team player!
Excellent communication skills and telephone manner
Excellent organisational skills
Empathy, Building and Maintaining Relationships
Developing Self and Others
Taking Responsibility & Achieving Results
2 years previous IT Service Desk and/or Call Centre experience required
Incident Management experience – Managing incidents including business expectations and communication
You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
Written and spoken Dutch and English language skills, (other languages are very welcome e.g. Spanish, Portuguese, Italian, French, German, Russian)
This position is based in Amsterdam. In order to qualify for this position you need to be a Dutch resident.
What do we offer?
A dynamic, international and challenging work environment
Training and support to reach your full potential including the opportunity for continuous professional development
Attractive terms and conditions, including competitive salary, pension package and a range of flexible benefits and rewards
Challenging tasks with individual development and training opportunities
Do you have any questions about our offer?
Cleo GLERUM, Human Resources, is available by e-mail at Cleo.Glerum@atradius.com.
I am Atradius! - Do you want to know who we are?
Get to know Atradius colleagues in this video: https://www.youtube.com/watch?v=NnsgT04OpTU&t=4s
Atradius is a global provider of credit insurance, bond and surety, collections and information services, with a strategic presence in over 50 countries. The products offered by Atradius protect companies around the world against the default risks associated with selling goods and services on credit. Atradius is a member of Grupo Catalana Occidente (GCO.MC), one of the largest insurers in Spain and one of the largest credit insurers in the world.