Service Desk 1st Line Support Agent

Company Description

We are Netcompany-Intrasoft, a leading European IT Solutions and Services Group with strong international presence and expertise, offering innovative and added-value solutions of the highest quality to a wide range of international and national public and private organizations. More than 500 organizations in over 70 countries worldwide have chosen the company's services and solutions to fulfill their business needs.

For more information regarding our company, current projects, and openings around Europe, please consult our website: www.netcompany-intrasoft.com.

Job Description

A day in the life of a Service Desk 1st line support agent:

You will be the first point of contact for all incoming tickets in our customer. You will take over the requests coming from phone and chat channels, interact with the end-user remotely and will either resolve the ticket or coordinate the end-to-end resolution of the ticket with all other necessary parties.
The 1st line support agent possesses the knowledge and is able to assist the end-user with all basic software, hardware and audio-visual equipment. The 1st line agents are also able to train the user in best practices of the usage of the items mentioned above.

Our client is based in Amsterdam, Netherlands, but you will be working from offices in Lisbon, Portugal. The client is an agency of about 1500 people, most of them located in the Amsterdam offices, for which we provide various IT Support Services to end users (level 1 and level 2, including Audio Visual support).

Your main duties will include:

• Take over the requests coming from phone and chat channels

• Resolution of Incidents and Service requests as well as installation of software, configuration and upgrades of ICT systems and minor hardware repairs for End-users devices.
• Day-to-day operations to satisfy continuity of service, recovery, security and performance needs.

Qualifications

If you have

• Bachelor's degree of 3 years attested by a diploma
• Proven IT Service Desk and Direct Customer Support experience of minimum 4 years
• Good understanding of IT security and best practices
• Proven experience in Active Directory (Microsoft and Azure), Office Tools (Excel, Word, etc.), ITSM Tools (Jira or Service Now), Software Installations, and Hardware Troubleshooting
• Working knowledge of common operating systems, softwares and Audio-visual applications
• Ability to provide support over the phone & chat; Excellent communication skills (both oral & written), professional demeanor
• English C1 minimum
• Experience working in a multicultural environment
• Good organizational skills and the ability to work responsibly with or without direct supervision
• Team player with a willingness to offer and provide help to non-technical users
• The ability to work in unusual situations, flexibility, and a willingness to undertake tasks not directly related to the job description
• Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it
• Ability to handle a constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times
• An ability to build excellent and strong relationships with the End-User base
• The ability to exercise patience and to remain composed and professional always and especially when under pressure

…then this position is suitable for you! 

It would be a plus if you also had experience in:

• Microsoft 365+
• Hardware support
• Azure VDI
• Bitlocker
• VPN
• Network troubleshooting

Indicative list of Professional Certificates that at least one is required

• ITIL V4
• Microsoft Technology Associate(MTA),
• Microsoft Solutions Associate (MCSA)
• Microsoft Solutions Expert (MCSE)
• Microsoft Azure Certificates
• Microsoft 365 Certificates
• CompTIA A+ Technical PC or similar certifications

Additional Information

We ensure equal opportunities, treatment, and consideration to all candidates. Discrimination based on sex, racial or ethnic origin, religion or belief, disability, age, sexual orientation or marital status, physical or mental disability, or any other factor protected by applicable laws and regulations is prohibited. At Netcompany-Intrasoft we respect human rights as part of our culture, and we focus on creating a positive workplace in which all employees are valued and where diversity and inclusivity are welcomed.

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Our culture

Our people are the most im