Information Technology Help Desk Support

ABAKUS IT-SOLUTIONS; Petten; On-site; EUR 36,000 - 48,000; Full time

Job summary

ABAKUS IT-SOLUTIONS in Petten, Netherlands, seeks a Front Office Coordinator to join a small team providing informatics, logistics and network support on site.

You will coordinate daily activities, manage schedules, and deliver 1st-3rd line IT support, while assisting with network installations and asset management. Fluent Dutch and English are required for effective communication.

Qualifications

• Minimum 4 years of experience in a similar role.
• Strong knowledge of Microsoft operating systems and Office tools, Linux and macOS.
• Experience with ITSM tools, ideally ServiceNow.
• Fluent in Dutch and English (written and spoken).
• Location on-site in North Holland, Netherlands.

Responsibilities

• Coordinate the local team’s daily activities and plan tasks.
• Manage schedule, holidays, sick leave, and reassign tickets when needed.
• Monitor the incident queue and ensure SLAs are respected.
• Provide 1st-3rd level IT support for desktops, laptops, printers, and network devices.
• Handle hardware setup, software installation, and security patches on-site.
• Log activities and incidents in ServiceNow; escalate to specialists when needed.
• Manage IT stock and asset inventory; assist onboarding and moves.
• Install and test network hardware and assist with cabling and config.
• Keep records of installations and maintenance; report performance.

Skills

Windows OS

Linux

macOS

Office tools

Tools

ServiceNow

Job description

We are currently looking for a Front Office coordinator in Petten (Netherland). The person chosen will join a small team to perform informatics, logistics and network support activities to our customer.

Coordination

• Coordinate the local team's daily activities and plan daily tasks
• Manage the team schedule (holidays, sick leave) and redistribute tickets when an agent is absent
• Monitor the incident queue and ensure contractual SLAs are respected
• Check that scheduled tickets are planned according to the agreed rules
• Act as focal point for local and central management teams and align local processes with the central service framework
• Report activities to the manager, complete weekly reports and report recurring issues with a full analysis to the incident management team

End-user IT support

• Provide 1st, 2nd and 3rd level troubleshooting and problem solving
• Analyse, diagnose and resolve issues on desktops, laptops, printers, copiers, mobile devices, peripherals and LAN equipment within SLA
• Set up and configure desktops, laptops, printers, scanners, mobile devices and docking stations
• Install and update software, operating systems and security patches
• Resolve on-site software issues (crashes, performance, compatibility) and local Ethernet and Wi-Fi connectivity problems
• Handle urgent incidents requiring physical presence, such as system failures or hardware replacements
• Diagnose and repair hardware when required
• Take service desk calls when requested by management
• Log all activities, incidents and resolutions in ServiceNow
• Escalate unresolved issues to specialised teams with full context

IT logistics and asset management

• Manage stock and IT asset inventory, both in records and physically
• Deploy and retrieve equipment for new hires, departures and internal moves, and support users during onboarding
• Plan deliveries with users by phone and email, prepare and pack equipment, deliver laptops and assist with first setup
• Check incoming material against orders and follow up on orders and receipts
• Manage end-of-life processes: secure data erasure (Blancco) and decommissioning
• Analyse and process user equipment requests and simple RFC-related requests
• Create field technician work orders and contribute to workload planning
• Produce basic activity reports and contribute to operational procedures, troubleshooting guides and the knowledge base

Network

• Install and test network hardware: servers, routers, switches, firewalls, wireless access points
• Set up network cabling and patching and assist with network device configuration
• Diagnose and report network issues (connectivity, hardware failures, performance bottlenecks)
• Provide on-site and remote network support
• Keep accurate records of installations, configurations and maintenance, and report on network performance and improvement recommendations

Profile

Experience

• Minimum 4 years of experience in a similar role

Technical skills - required

• Strong knowledge of Microsoft operating systems and Office tools, Linux and macOS
• Hands-on experience with hardware, peripherals, mobile devices and local networks
• Experience with ticket management under contractual SLAs
• Experience with an ITSM tool, ideally ServiceNow

Technical skills - appreciated

• Additional IT certifications
• Team coordination and teamwork
• Strong customer relationship skills and good manners
• Ability to work under pressure and in autonomy
• Ability to quickly assimilate complex procedures and information
• Comfortable working directly with multicultural users at their desk
• Punctuality, reliability and a professional appearance

Languages

• Dutch and English: fluent, written and spoken (mandatory)
• Other European languages (Spanish, Italian, etc.): appreciated

Location and working conditions

• Location: North Holland, Netherlands - 100 % on-site
• Full time contract
• Some flexibility required when overtime is exceptionally needed