Job Description:

Responsibilities :

• Diagnose and resolve software and equipment (PC, laptop, printer / copier / scanner, projector, tele-conference, mobile phones, etc.) incidents, including operating systems (Windows and iOS) and across a range of software applications.

• Maintain a first-class level of customer service ensuring that all customers are responded to and problems are addressed in a timely, efficient and professional manner.

• Install, upgrade, patch, support and troubleshoot iOS and Windows Operating System and application such as Microsoft office, Adobe and any other authorized desktop application.

• Perform smart hands and eyes for Infrastructure.

• Break-fix support for Laptop, desktop, tablets and associated hardware peripherals.

• Perform general preventative maintenance tasks on computers, laptops, printers, and other authorized peripheral equipment. © Copyright DXC Technology Company. All rights reserved. 2

• Manage desktop lifecycle programs by tracking hardware through Asset Management from delivery through end of life, builds, application installations, user migration and hardware installations.

• Responsible for actively monitoring ticket queue and all assigned tickets, ensure accurate logging, categorization, prioritization, initial diagnosis, routing, functional escalation, and data integrity of all applicable incidents and requests in ticketing tools.

• Meets established Service Level Agreements (SLAs) guidelines.

• IMAC support including large scale/bulk office moves/re-stack activities (all moves).

• Respond to end-user requests for updates on ticket status and promptly follow up as needed.

• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)

• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.

• Asset management of IT hardware and assets: Stock control and management.

• Participate in hardware and software rollout projects (windows migration, office Moves, new equipment…).

• Conceptual understanding of DNS, DHCP and AD, Group Policies.

Requirements:

• At least 2 years of relevant experience in Desktop/On Site Support or similar relevant experience in Service Desk Support

• IT knowledge in Windows 8, 10, 11, iOS and basic network setup troubleshooting

• Hardware knowledge: PC, laptop, printer / copier / scanner, projector, tele[1]conference, mobile phones,

• Hardworking with positive work attitude and a passion to excel in IT industry

• Good customer service mindset

• Able to motivate and guide team

• Process improvement initiatives

• Basic knowledge in IT Infrastructure (Network topologies, VPN, Server etc.) enough to isolate end user problem

• Customer focus, with exceptionally good customer service, inter-personal and telephony skills set

• Process oriented

• Able to perform in fast moving and demanding environment

• Team player who is self-motivated, self-disciplined and shows initiative

• Language requirements: fluent in Dutch (oral and written), French and English

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.