Service Desk Engineer with Dutch and English

In a nutshell:

Do you have experience in IT and want to develop your skills by providing end user support for newly setup modern IT infrastructure?

Are you eager to learn and ensure high-quality service for the end-users?

We are looking for a Service Desk Agent to act as the first point of contact to support employees in all IT-related queries.

The team provides support to Eurofins’ Food, Feed and Agro Testing businesses in Europe.

This covers approx. 8,000 end-users and more than 200 sites across Europe. We support the laboratory, office and VIP internal users to enable the business to run smoothly.

Responsibilities:

You will join the Food, Feed & Agro Testing Europe Service Desk Team and act as a primary contact to support end users regarding:

• Workplace related queries and issues.
• M365 problems (Outlook, Office, Teams, OneDrive, SharePoint, Windows).
• Identity and Access Management queries.
• Printing-related queries.
• Desktop and Server patching
• Application-related problems requiring triage to the respective application support group.

Main activities include, but not limited to, are:

• Register, classify, route, follow-up and resolve requests according to internal processes.
• As First Level Support, provide technical support to Europe-based end-users (in English language) by identifying problems, researching and answering questions, troubleshooting problems or forwarding them to the second level support.
• Provide technical support to Netherlands-based end-users (in Dutch language) by identifying problems, researching and answering questions, troubleshooting problems or forwarding them to the second level support.
• Own the incoming requests and manage escalations.
• Support the creation of operational documents/instructions for the Service Desk team.
• Identify and document workarounds.
• Support maintenance and accuracy of knowledge articles available for end-users via our service portal.
• Identify candidates for service catalogue items based on commonly requested items by end users.