Service Desk & Onsite Analyst
Plaats
NederlandNederland
Nederland
Contract
Vooltijds, Onbepaalde duurDatum gepubliceerd
2026-10-27Online tot
2026-12-26EUR 15.00 HOUR
Service Desk & Onsite Analyst
- Tech mahindra
- Nederland Nederland
- Andere
- 7 uur geleden
The Service Desk & Onsite Analyst will provide first line technical support to users and troubleshooting for end-users, both remotely via the service desk and in-person at specific onsite locations. The successful candidate will require an aptitude for working with applications / systems to undertake analysis, diagnosis and resolution of user’s problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Controleer hieronder of u heeft wat nodig is voor deze functie en, zo ja, solliciteer dan zo snel mogelijk. You must be able to travel to the following locations; *Groningen, Zwolle, Hoogeveen and Veendam**Key responsibilities:** Serve as the first point of contact for IT support via phone, email, chat, and ticketing system
* Maintain accurate documentation of issues, solutions and processes in the IT service management system
* Ensure that issues are resolved within ticket life cycle
* Troubleshoot and resolve IT issues, escalating out of scope categories to Level 2 or relevant teams when necessary
* Install, configure, and maintain desktop and laptop computers, mobile devices, printers, and other peripherals
* Assist with account setup, password resets, and access management in Active Directory and other systems
* Support office and remote users in troubleshooting VPN, email, collaboration tools, and other enterprise applications
* Conduct basic IT training for end-users on common issues and best practices if necessary
* Assist in onsite support activities, including hardware deployment, desk setups, and meeting room tech support
* Provide on-site installation, repair and maintenance services
* Travel to various onsite locations as required to support operations
* Participate in IT asset management by tracking and managing hardware and software inventories
* Work independently and collaboratively within a team
* Communicate professionally within internal and external contacts
* Adhere to Tech Mahindra and client’s procedures, policies and guidelines; including KPI related activities to avoid business impact
* To ensure that breaks are pre-approved by SME, Team Leader or Manager
* 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
* Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI *Skills/qualifications required:** Certifications (Optional) ITIL, Microsoft Certified: Modern Desktop Administrator Associate, MCSE, Software Development/Application support
* Level of expertise L1 – L2 On-site or Remote Support
* Excellent communication skills and telephone manner.
* Application Support: Prior experience in Application support/Software development, IT Service Desk
* IT Awareness: Understanding of networking concepts (TCP/IP, DNS, DHCP, VPN). xvlobhg
* Experience with Microsoft 365, Active Directory, and common enterprise applications
* Tools: Familiarity with ticket systems such as ServiceNow, Jira, HPSM, BMC Remedy, Monitoring Tools, CA Service Desk or similar
* ITIL: Knowledge of ITIL processes and procedures would be an added advantage
* Basic understanding of IT security best practices
* C1/C2 level Dutch language skills in combination with excellent English language
* Ability to work independently and manage multiple tasks in a face-paced environment
* Strong customer service and communication skills, both verbal and written
* Excellent problem-solving skills with the ability to diagnose technical issues effectively
* Valid EU driving license (Category B or higher) + access to vehicle. *What we can offer:** Gross Salary: 3,800/month
* Holiday Allowance: 8% (included in base)
* Pension: 1%
* Health Insurance: provided
* Travel Reimbursement: EUR 0.30/km Job Type: Full-time Pay: €3.800,00 per month Work Location: In person
* Maintain accurate documentation of issues, solutions and processes in the IT service management system
* Ensure that issues are resolved within ticket life cycle
* Troubleshoot and resolve IT issues, escalating out of scope categories to Level 2 or relevant teams when necessary
* Install, configure, and maintain desktop and laptop computers, mobile devices, printers, and other peripherals
* Assist with account setup, password resets, and access management in Active Directory and other systems
* Support office and remote users in troubleshooting VPN, email, collaboration tools, and other enterprise applications
* Conduct basic IT training for end-users on common issues and best practices if necessary
* Assist in onsite support activities, including hardware deployment, desk setups, and meeting room tech support
* Provide on-site installation, repair and maintenance services
* Travel to various onsite locations as required to support operations
* Participate in IT asset management by tracking and managing hardware and software inventories
* Work independently and collaboratively within a team
* Communicate professionally within internal and external contacts
* Adhere to Tech Mahindra and client’s procedures, policies and guidelines; including KPI related activities to avoid business impact
* To ensure that breaks are pre-approved by SME, Team Leader or Manager
* 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
* Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI *Skills/qualifications required:** Certifications (Optional) ITIL, Microsoft Certified: Modern Desktop Administrator Associate, MCSE, Software Development/Application support
* Level of expertise L1 – L2 On-site or Remote Support
* Excellent communication skills and telephone manner.
* Application Support: Prior experience in Application support/Software development, IT Service Desk
* IT Awareness: Understanding of networking concepts (TCP/IP, DNS, DHCP, VPN). xvlobhg
* Experience with Microsoft 365, Active Directory, and common enterprise applications
* Tools: Familiarity with ticket systems such as ServiceNow, Jira, HPSM, BMC Remedy, Monitoring Tools, CA Service Desk or similar
* ITIL: Knowledge of ITIL processes and procedures would be an added advantage
* Basic understanding of IT security best practices
* C1/C2 level Dutch language skills in combination with excellent English language
* Ability to work independently and manage multiple tasks in a face-paced environment
* Strong customer service and communication skills, both verbal and written
* Excellent problem-solving skills with the ability to diagnose technical issues effectively
* Valid EU driving license (Category B or higher) + access to vehicle. *What we can offer:** Gross Salary: 3,800/month
* Holiday Allowance: 8% (included in base)
* Pension: 1%
* Health Insurance: provided
* Travel Reimbursement: EUR 0.30/km Job Type: Full-time Pay: €3.800,00 per month Work Location: In person
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