IT Service Desk Agent

Are you experienced in IT and eager to develop your skills by providing end-user support for a newly set up modern IT infrastructure? Do you strive to ensure high-quality service for end-users? We are looking for a Service Desk Agent fluent in English and Dutch to be the first point of contact for employees with all IT-related queries.

As part of the Food, Feed & Agro Testing Europe Service Desk Team, you will support approximately 8,000 end-users across more than 200 sites in Europe, ensuring smooth operations for lab, office, and VIP internal users.

In this role, you will act as the primary contact to support end-users with workplace-related queries and issues, M365 problems (Outlook, Office, Teams, OneDrive, SharePoint, Windows), identity and access management queries, printing issues, desktop and server patching, and application-related problems requiring triage to the respective application support group.

Your main activities will include registering, classifying, routing, following up, and resolving requests according to internal processes. As 1st Level Support, you will provide technical assistance to Europe-based end-users in English by identifying problems, researching and answering questions, troubleshooting issues, or forwarding them to 2nd Level Support. Additionally, you will support Netherlands-based end-users in Dutch. You will own incoming requests, manage escalations, support in creating operational documents/instructions for the Service Desk team, identify and document workarounds, maintain and ensure the accuracy of knowledge articles available for end-users via the service portal, and identify candidates for Service Catalogue items based on commonly requested items by end-users.

Requirements

To succeed in this role, you should have proven experience as a Service Desk Agent, experience in troubleshooting Windows 10 and 11, an understanding of M365 with the ability to support user issues, strong communication and interpersonal skills, and a very good command of both written and spoken English and Dutch. A can-do approach and the ability to work in a dynamically changing environment are also essential.

Additionally, the following skills will be advantageous: Windows Server and Active Directory experience, networking experience, familiarity with ServiceNow Ticketing, an ITIL Foundation certificate, knowledge of Azure Cloud, and experience with SCCM and Intune.