Help Desk Specialist

Dexian Europe; Hoofddorp; On-site; EUR 32,000 - 46,000; Full time

Job summary

Dexian Europe is seeking a Help Desk Analyst to provide phone and remote support to employees for computer systems and applications, diagnosing issues and delivering timely solutions. You will document problems, escalate when needed, perform root cause analysis, and contribute to knowledge bases and updated policies.

A high school diploma or equivalent and strong communication and problem-solving skills are required to thrive in a fast-paced team.

Qualifications

• Ability to diagnose and troubleshoot software and hardware problems.
• Excellent customer service and interpersonal skills; good telephone etiquette.
• Ability to attain established customer service standards.
• Excellent organizational and time management skills.
• Strong verbal and written communication skills.
• Demonstrated problem-solving skills.
• Ability to establish and maintain a high level of customer trust and confidence.

Responsibilities

• Answer incoming calls to Help Desk, providing telephone support to employees for computer systems or applications problems.
• Troubleshoots problems and provides immediate resolution, or performs additional research as needed to resolve issues.
• Performs root cause analysis and develops checklists for typical problems.
• Recommends procedures and controls for problem prevention.
• Sets clear expectations as to resolution and time frame.
• Escalates problems to others as needed.
• Documents issues and resolution on tracking system.
• Performs receiving function for incoming IT related hardware and software.
• Images and sets up new and reconfigured personal computers.
• Shares problem resolutions and unique cases with others on team to add to information knowledge base.
• Contributes to updated policies and procedures as needed.
• Discusses products, support and troubleshooting with hardware and software vendors as needed.

Skills

Troubleshooting

Customer service

Time management

Communication skills

Problem solving

Documentation

Education

High School degree or equivalent

Job description

• Answer incoming calls to Help Desk, providing telephone support to Employees for computer systems or applications problems, personal computer, device, or other related issues.
• Troubleshoots problems and provides immediate resolution, or performs additional research as needed to resolve issues.
• Performs root cause analysis and develops checklists for typical problems.
• Recommends procedures and controls for problem prevention.
• Sets clear and reasonable expectations as to resolution and time frame.
• Escalates problems to others as needed.
• Documents issues and resolution on tracking system.
• Performs receiving function for incoming IT related hardware and software.
• Images and sets up new and reconfigured personal computers.
• Shares problem resolutions and unique cases with others on team to add to information knowledge base.
• Contributes to updated policies and procedures as needed.
• Discusses products, support and troubleshooting with hardware and software vendors as needed.

Education:

High School degree or equivalent combination of education and experience required.

Required Skills and Abilities:

• Ability to diagnose and troubleshoot software and hardware problems.
• Excellent customer service and interpersonal skills; good telephone etiquette.
• Ability to attain established customer service standards.
• Excellent organizational and time management skills.
• Strong verbal and written communication skills.
• Demonstrated problem‑solving skills.
• Ability to establish and maintain a high level of customer trust and confidence.

Physical Demands:

• Extensive sitting, phone, and computer use.
• Some travel may be required.
• General office environment.
• Normal office noise level, with occasional moderate noise.

Leveling Guide:

• Has developed specialized skills through job‑related training and considerable on‑the‑job experience.
• Work typically involves technical skills and/or administrative duties within standard operating procedures and/or scientific methods.
• Completes work with limited degree of supervision.

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority‑owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting‑edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory‑changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.