Key Skills

Job Description

About Us: Tech Mahindra offers technology consulting and digital solutions to global enterprises across industries, enabling transformative scale at unparalleled speed. With 149k+ professionals across 90+ countries helping 1100+ clients, TechM provides a full spectrum of services including consulting, information technology, enterprise applications, business process services, engineering services, network services, customer experience & design services, AI & analytics, and cloud & infrastructure services. It is the first Indian company in the world to have been awarded the Sustainable Markets Initiative’s Terra Carta Seal, in recognition of actively leading the charge to create a climate and nature-positive future. Tech Mahindra (NSE: TECHM) is part of the Mahindra Group, founded in 1945, one of the largest and most admired multinational federations of companies. Work Location: Amsterdam / Eindhoven / Rotterdam Language speaking: Dutch (mandatory) Work mode: Onsite Job Title : Service Desk Agent (Dutch Speaking) 1. Scope of position 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 agreed with customers. 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. 2. Key responsibilities Serve as the first point of contact for IT support through phone, email, chat, and the ticketing system. Handling the incoming and outgoing calls with users while working as Helpdesk/onsite engineers based on BAU requirements. Take ownership of user issues, track progress, and communicate updates to users in a timely manner. Troubleshoot and resolve hardware, software, network, VPN, email, collaboration tool, and enterprise application issues within the agreed ticket lifecycle and SLA. Escalate out-of-scope or complex issues to Level 2, TechM remote IT teams, customer IT teams, or other relevant support groups when required. Install, configure, maintain, move, change, and decommission desktops, laptops, mobile devices, printers, peripherals, and other IT equipment. Provide onsite support for hardware deployment, desk setups, meeting room technology, physical intervention, rack and stack activities, and equipment troubleshooting. Assist with physical rack, stack operations and asset tagging Perform SOP-based software installations, updates, and support, including Microsoft Windows 10/11, Microsoft 365, and Teams. Assist with account setup, password resets, access management, and related user administration in Active Directory and other systems. Participate in IT asset management by tracking inventories, performing physical audits, asset tagging, and maintaining accurate hardware and software records. Maintain accurate and up-to-date documentation of issues, solutions, processes, and all work performed in the IT service management system. Provide basic end-user training on common IT issues, hardware and software usage, and best practices when required. Travel to various onsite locations as required to support operations and service delivery. Maintain a high level of customer service and communicate professionally with internal and external stakeholders. Work independently and collaboratively within the team to support service continuity and operational requirements. Adhere to Tech Mahindra and client procedures, policies, guidelines, service management principles, and KPI-related activities to avoid business impact. Schedule planning and rostering for the team. Writing Standard Operating Procedures (SOPs) for the team to reduce resolution times. Setting up dashboards in tools such as Power BI, Jira, or ServiceNow. Performance reporting to manager/TL on timely basis. Ensure breaks are pre-approved by the SME, Team Leader, or Manager. Support in additional ad hoc tasks that contribute to improved client service or KPI performance. 3. 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. Application Support: Prior experience in Application support/Software development, IT Service Desk 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 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)

Core Responsibilities

Provide first-line IT support remotely and onsite, resolving user issues involving hardware, software, networks, accounts, and enterprise applications while escalating complex cases as needed. Maintain IT equipment and asset records, document work, support service reporting and procedures, and deliver professional customer service in line with service levels and client policies.

Requirements

The role requires C1-level Dutch and excellent English, strong communication and customer-service skills, and the ability to diagnose technical issues independently while managing multiple tasks. Relevant experience in IT service desk, application support, or software development is sought, along with familiarity with networking, Microsoft 365, Active Directory, ticketing tools, and a valid EU Category B or higher driving license.