Job Properties
  • Job Type
    Full-time Position
  • Category
    Software & Information Technology
  • Languages
  • Experience Required
  • Degree Required
    • Province
    • Date Posted
      November 18,2021
    • JSS
    • VISA
    • IMG_6430
    • Career Consultation
    • CV CHECK

    Service Desk Support Analyst

    Job Summary:

    We are looking for a Service Desk Support Analyst to join Disney Streaming in Amsterdam!

    The Service Desk Support role is a cornerstone of the Service Desk and the greater IT Operations team. As a member of the Service Desk Support team, you are the first point of contact with the IT Department for the majority of the business and as such you have to command not only excellent technical and customer service skills, but the professionalism and initiative to get problems resolved quickly and efficiently.

    What you’ll do:

    • Providing first and second level helpdesk support which includes receiving calls, opening and logging helpdesk tickets, addressing issues that can be quickly resolved and routing/escalating trouble tickets to the appropriate resource
    • Installing and configuring both Apple Mac and PC hardware and software
    • Diagnosing and repairing hardware faults for Mac and PC
    • Replacing parts as required for both Mac and PC computers
    • Responding to calls within agreed time limits and updating tickets for tasks completed
    • Effectively prioritizing calls to ensure those that have greatest impact on the business are resolved first – understand who the ‘VIP’ and other special users are
    • Seeking support from Helpdesk Lead and or Supervisor for calls that pass their due dates, or where more experience is required in resolving a call
    • Support remote offices, users, and events around EMEA
    • Part of on-call rotation

    Your background:

    • 2-3 years’ experience in Help Desk Support
    • You love working with people and helping resolve end user’s issues
    • Mac OSX 11, 10.15, 10.14 and 10.13 in an Active Directory Environment
    • Knowledge of Current Windows Operating Systems up to and including Windows 10
    • Experience with MS Office 2010/16 and Office for Mac, particularly Outlook and Excel
    • The ability to diagnose issues with MS Office for Apple and PC
    • Knowledge of Microsoft Active Directory Administration
    • Basic understanding of Network Protocols (TCP/IP, DNS, DHCP etc.)
    • Knowledge of Mail clients - Outlook for Mac, Apple Mail, Outlook for PC
    • Smartphone support experience
    • Problem solving and root cause analytical capabilities
    • Positive working attitude and be a committed team player

    Bonus points if you have:

    • Experience imaging Apple and PC computers. (SCCM, Symantec Ghost, JAMF, or other imaging tools and processes)
    • Proven ability to document issue resolution for helpdesk knowledgebase
    • Experience with Adobe Creative Cloud
    • Familiarity with Linux Operating Systems
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