Deskside/Tech bar & VIP Support Specialist
- Monitor intake channels (phone calls, texts, emails, Slack, ServiceNow tickets) to respond quickly to user issues.
- Provide face-to-face support to VIPs, resolving technical problems or escalating as needed to restore service efficiently.
- Offer customer service, troubleshoot computer issues, and provide hardware and application support.
- Perform on-site or remote servicing, repair, and installation of computer hardware, software, and networks.
- Provide deskside support to employees for hardware, software, network, and other IT-related issues.
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Respond to email messages, phone calls, and ServiceNow tickets for clients seeking help.
- Provide remote support and resolve tickets within the agreed SLA and with high customer satisfaction.
- Image and deploy new laptops/desktops and install authorized software.
- Document, track, and monitor incidents using ServiceNow or similar systems.
- Support hardware, peripherals, enterprise software, device provisioning, re-imaging, and international travel device support.
- Assist with IMAC (installs, moves, adds, changes) activities and technology upgrades.
- Ensure compliance with security and confidentiality policies.
- Support Audio-Visual conferencing technology and live meeting streaming services.
- Collaborate with cross-functional teams to improve support and user satisfaction.
- Perform password resets and provide user account support.
- Participate in Depot support, including hardware replacement and configuration.
- Perform Asset Management, tracking inventory, asset tagging, and ensuring lifecycle compliance.
Essential Skills
- Expertise in supporting End User Computing hardware and software (Windows and Mac), mobile devices, printers, MS Office, remote access, video conferencing, and VDI
- Experience with tools like Active Directory, SCCM, JAMF, Nexthink, and similar platforms
- Strong subject matter expertise in hardware troubleshooting, reimaging, data migration, and break-fix activities
- Ability to manage workload efficiently and resolve executive-level technical issues promptly
- Strong organizational, documentation, and analytical skills
- Excellent communication skills with the ability to explain technical issues clearly to executives
- Willingness to handle physical tasks like moving IT equipment and carrying device boxes
- Proficiency in system administration tasks and supporting enterprise technology services
- Ability to work independently and as part of a team in a fast-paced environment
- Strong customer service focus and commitment to delivering high-quality technical support
- Familiarity with ServiceNow or similar ITSM tools
- Ability to multitask, prioritize tasks, and manage time effectively
- Understanding of ITIL processes and best practices
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Required Qualification
- Bachelor’s degree in computer science, Information Technology, or related field (or 2+ years of additional experience
- 3 to 5 years' experience in a Deskside Support role, with at least 3 years in face-to-face support
- 3+ years supporting both Mac and Windows platforms
- Networking skills (VLANs, DHCP, DN
- The language requirements are: Fluent local speaker of Dutch and English at business level
Preferred Qualifications
- Industry certifications such as A+ and AC
- MT.Desktop Support or Customer Service Certification
- ITIL Foundations Certification
- Hardware repair and OEM certification
- Experience with ServiceNow ITSM to also
