The Associate Service Desk Analyst will support internal end users in the Amsterdam Office and the European region for all Information Technology infrastructure components. As an Associate Service Desk Analyst, you enable the staff to operate in an agile manner and ensure that the systems' hardware, operating systems, and related procedures adhere to our organizational values.

 

Essential Functions

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Respond to incoming requests via walk-ups and ServiceNow tickets.

 

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Resolve 1st and 2nd level incidents.

 

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Assist with the delivery and support of local mobile devices and cellular plans.

 

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Log and update incidents via ServiceNow, our ticket tracking application.

 

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Provide Hardware/software support to internal customers.

 

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Leverage internal (knowledge base) and external (support sites) resources to answer questions and resolve incidents.

 

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Provide incident routing and escalation to other teams within the organization.

 

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Coordinate with other teams within the organization for local support on escalated incidents.

 

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Research and recommend innovative, and automated approaches for administration tasks.

 

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Assist in the delivery, installation and set-up of new or reallocated technology.

 

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Assist with the management and track inventory of assets through our tracking software in ServiceNow.

 

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Respond to users regarding equipment recovery tasks.

 

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Recycle and retirement of equipment.