We are seeking a customer-focused IT Support Analyst to provide hands-on technical support across a range of end-user devices and workplace technologies. The role is responsible for delivering an excellent user experience through the resolution of incidents and service requests, supporting walk-up and scheduled appointments at the Tech Bar, and providing a high standard of VIP and executive support.

• Provide technical support and troubleshooting for desktops, laptops, mobile phones, and peripherals, including printers, scanners, and other IT equipment.
• Manage and resolve IT service requests and work orders independently, ensuring timely and effective resolution.
• Deliver walk-up and appointment-based support at the Tech Bar, assisting users with device-related issues, hardware swaps, loaner devices, password resets, and account access issues.
• Provide VIP and white-glove support, ensuring a professional, responsive, and personalised service experience.
• Deliver meeting room and collaboration technology support, troubleshooting equipment and connectivity issues to minimise disruption.
• Support IT asset lifecycle activities, including device collection, returns, and secure disposal services in line with established procedures.
• Apply intermediate-level technical knowledge to investigate and resolve incidents and service requests of moderate complexity.
• Exercise independent judgement within established policies, processes, and procedures, assessing individual circumstances and recommending appropriate solutions.
• Provide constructive feedback on existing and new technical processes, identifying opportunities to improve service quality and operational efficiency.
• Maintain a professional, customer-focused approach, demonstrating strong interpersonal, verbal, and written communication skills.

Skills and Experience

• Typically 1–2 years of experience in an IT support, service desk, desktop support, or technical support environment.
• Working technical knowledge of PCs, laptops, mobile devices, and associated peripherals.
• Proven ability to independently troubleshoot and resolve technical incidents and service requests.
• Experience providing face-to-face, walk-up, and customer-facing IT support.
• Ability to manage moderately complex technical issues and projects, applying sound judgement and problem-solving skills.
• Strong customer service skills, with the ability to communicate effectively with users at all levels of the organisation.
• Professional and confident approach to delivering VIP and white-glove support.
• Strong verbal and written communication skills.
• Ability to work independently while following defined practices and procedures.
• A proactive approach to identifying service improvements and providing feedback on technical processes.

Language Requirements

• Fluent in English and Dutch, with the ability to communicate effectively in both languages.