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Dutch Service Desk Job Description Job Title: Service Desk Analyst (1-5 Years Experience) Location: Bangalore Job Type: Full-time / Permanent / Contract Mandatory skill: Proficient in Dutch language Key Responsibilities: Incident Management: Provide first-line support for IT issues reported by users, including troubleshooting hardware, software, network, and system problems. Service Request Fulfilment: Handle service requests such as password resets, access requests, and software installations. Ticketing System Management: Log, prioritize, and categorize incidents and service requests in the ticketing system (e.g., ServiceNow, Jira). User Communication: Communicate effectively with end-users, providing clear and timely updates on the status of their issues or requests. Escalation: Escalate unresolved incidents to higher-level support teams, ensuring all relevant information is documented. Documentation: Create and update knowledge base articles for common issues, enabling faster resolution for future incidents. Remote Troubleshooting: Use remote access tools to diagnose and resolve issues for users across various locations. Hardware & Software Troubleshooting: Assist with basic troubleshooting for desktops, laptops, printers, and mobile devices, including installing and configuring software. Collaboration: Work closely with other IT teams (network, infrastructure, applications) to resolve more complex issues. Service Level Agreements (SLA): Ensure all incidents and requests are resolved within agreed-upon SLAs. Customer Service Focus: Maintain a high level of customer service, ensuring user satisfaction with timely resolution and clear communication. Skills & Qualifications: Experience: 1-2 years of experience in a service desk or IT support role. Technical Knowledge: Basic understanding of operating systems (Windows, Mac OS), common software applications (Microsoft Office, email clients), and hardware components. Problem-Solving: Ability to diagnose and resolve basic IT issues efficiently. Communication Skills: Strong verbal and written communication skills to effectively engage with end-users and technical teams. Team Player: Ability to work collaboratively with colleagues and escalate issues when necessary. Ticketing Systems: Experience with ticketing systems like ServiceNow, Jira, or similar. Certifications (Preferred): ITIL Foundation, CompTIA A+, or equivalent certifications. Time Management: Ability to manage multiple tickets and tasks while meeting deadlines. Educational Requirements: Education: Bachelors degree in information technology, Computer Science, or related field (preferred but not always required). Certifications: Relevant certifications such as ITIL Foundation, Microsoft Certified Professional (MCP), or CompTIA A+ are a plus. Work Environment: Shifts: May require working in shifts, including nights or weekends, based on operational requirements. Remote Support: Capable of providing remote support if necessary.