Onsite Analyst

Tech Mahindra; Noord-Holland; On-site; EUR 30,000 - 42,000; Full time

Benefits offered by this job

Holiday Allowance 8%

Job summary

Tech Mahindra Netherlands seeks a Service Desk & Onsite Analyst to deliver first-line IT support both remotely and onsite across the Netherlands. You will diagnose and resolve a range of issues, document solutions, and assist with device setup and access management.

The role requires strong communication, IT awareness, and the ability to work independently in a fast-paced environment, with some travel to onsite locations and adherence to ITIL processes.

Qualifications

• Hands-on IT helpdesk experience with L1–L2 support.
• Experience with Active Directory, VPN and common enterprise apps.
• Familiarity with ITSM ticketing systems and ITIL concepts is a plus.
• Strong communication in Dutch and English, both written and spoken.
• Ability to travel to onsite locations as needed.

Responsibilities

• Serve as first point of contact for IT support via phone, email, chat, and ticketing.
• Document issues and solutions in the IT service management system.
• Resolve issues within the ticket lifecycle and escalate when needed.
• Install and maintain desktops, laptops, mobiles, printers, and peripherals.
• Assist with account setup, password resets and access management in AD.
• Support office and remote users with VPN and collaboration tools.
• Provide basic IT training to end-users.
• Assist onsite with hardware deployment and meeting room tech.
• Travel to onsite locations to support operations and asset management.

Skills

Dutch language (C1/C2) plus English

Excellent communication

Customer service

Problem solving

Independent multitasking

IT security awareness

IT knowledge basics (VPN, AD)

On-site or remote support L1–L2

Ability to work in fast-paced env

Tools

ServiceNow

Jira

HPSM

BMC Remedy

CA Service Desk

Monitoring tools

Job description

The Service Desk & Onsite Analyst will provide first line technical support to users and troubleshooting for end-users, both remotely via the service desk and in-person at specific onsite locations. The successful candidate will require an aptitude for working with applications / systems to undertake analysis, diagnosis and resolution of user’s problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

We are recruiting for the following locations in the Netherlands;

Key responsibilities:

• Serve as the first point of contact for IT support via phone, email, chat, and ticketing system
• Maintain accurate documentation of issues, solutions and processes in the IT service management system
• Ensure that issues are resolved within ticket life cycle
• Troubleshoot and resolve IT issues, escalating out of scope categories to Level 2 or relevant teams when necessary
• Install, configure, and maintain desktop and laptop computers, mobile devices, printers, and other peripherals
• Assist with account setup, password resets, and access management in Active Directory and other systems
• Support office and remote users in troubleshooting VPN, email, collaboration tools, and other enterprise applications
• Conduct basic IT training for end-users on common issues and best practices if necessary
• Assist in onsite support activities, including hardware deployment, desk setups, and meeting room tech support
• Provide on-site installation, repair and maintenance services
• Travel to various onsite locations as required to support operations
• Participate in IT asset management by tracking and managing hardware and software inventories
• Work independently and collaboratively within a team
• Communicate professionally within internal and external contacts
• Adhere to Tech Mahindra and client’s procedures, policies and guidelines; including KPI related activities to avoid business impact
• To ensure that breaks are pre-approved by SME, Team Leader or Manager
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI

Skills/qualifications required:

• Certifications (Optional) ITIL, Microsoft Certified: Modern Desktop Administrator Associate, MCSE, Software Development/Application support
• Level of expertise L1 – L2 On-site or Remote Support
• Excellent communication skills and telephone manner.
• IT Awareness: Understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with Microsoft 365, Active Directory, and common enterprise applications
• Tools: Familiarity with ticket systems such as ServiceNow, Jira, HPSM, BMC Remedy, Monitoring Tools, CA Service Desk or similar
• ITIL: Knowledge of ITIL processes and procedures would be an added advantage
• Basic understanding of IT security best practices
• C1/C2 level Dutch language skills in combination with excellent English language
• Ability to work independently and manage multiple tasks in a face-paced environment
• Strong customer service and communication skills, both verbal and written
• Excellent problem-solving skills with the ability to diagnose technical issues effectively
• Valid EU driving license (Category B or higher)

What we can offer:

• Holiday Allowance: 8% (included in base)