Sr.skilled SD / Deskside support engineer

Hieronder ziet een beperkt deel van de opdracht.
Alleen als u ingelogd bent, ziet u alle gegevens.
Meld u nu gratis aan! of Login.

Hoofddorp, Noord-Holland, Nederland
Type: Freelance
Start: Per direct
Duur: 12 maanden / kans op verlenging
Geplaatst op: 6 mei 2021 om 12:23 uur
Specialisme: Support / Helpdesk
Tariefindicatie: € 42,50 per uur


Vacancy ID WTS1166 Contract type Temporarily Location Hoofddorp Hours per week 16-24 Duration of the assignment 12 month, with option for extension Rate 42,50 Euro

 The Client:

A large insurance company in Hoofddorp is looking for a sr. skilled service desk/deskside support engineer. At this moment there are 80 employees and growing, who need help on a regular base. Solving incidents, providing new employees with IT related items and explaining it to them.

Job Description:

  • Undertakes various roles including: incident analyst, problem analyst, service request
  • Ensures that systems and services are adequately supported, upgraded and managed to meet Service Level Agreements and business related moves and changes (as well as the related changes in system configuration and configuration database)
  • Ensures that all incidents and service requests are fulfilled within the defined SLA; escalate any incident or service request which breaches its SLA to the appropriate process manager; provides timely and effective support which adheres to department standards, policies and OLA’s
  • Is the key contact person for business customers in his location in delegation of Senior Manager Field Services of the unmanned locations area
  • Shares knowledge within the team and ensures that knowledge is appropriately shared and documented within the knowledge base; delivers Know-how to customers related to the provided hard- and software
  • Address/Create incident tickets from area queue, achieve and document resolution; assign tickets to transfer group for resolution; apply and coordinate workarounds and solutions
  • Update asset inventory for hardware and software whenever appropriate including the Staging of our workplace (hardware provision); decommission hardware when required; deliver the requested hardware /software requested with appropriate tasks to be carried out; complete tickets for tasks assigned with appropriate updates and closure
  • Attend Release changes and Product tests with guidance of the System Engineer in consideration to the security policies and Change management standards of Swiss Re
  • Lend and administer equipment borrowed; instruct travelling users, provide meeting-room support
  • Taking care of on-boarding of the new stuff in remote location
  • Manage customer expectations with conflicting priorities and diversified line of business
  • Communicate timely, appropriately, clearly to both internal and external IT units and customers
  • Responsible for inventory in the asset management tool, handle reparations with vendors, replacement of devices and donations of old hardware as well as disposal of electronic scrap
  • Provide advice and act as the contact person for user queries relating to hardware and software, adhere to and monitor deadlines
  • Ensure SMARTHANDS and project related activities (remote and on-site)


  • IT Servicedesk
  • Incident, Request and Problem Managers
  • Service Delivery Management for SPS
  • All 3rd Lines

Job Qualifications:

  • Successful candidate has some experience in gathering and analyzing relevant information to make decisions and solve large scale problems in a timely manner
  • Successful candidate should exhibit track record of fostering teamwork and understanding the concerns and interests of all parties involved
  • Successful candidate should have track record in establishing and building credibility quickly and maintaining relationships with internal and external clients, direct reports and peers
  • Successful candidate has demonstrated the ability to assess work processes, to overcome obstacles in order to achieve goals and objectives
  • Successful candidate must be customer focused, to ensure the delivery of exceptional service and superior value
  • Good knowledge of Networks (TCP/IP, Ethernet), Windows 10, Office365, Outlook, SharePoint, Teams
  • Knowledge of ordering and incident/problem management tools
  • Several years experience in a technical IT environment, experience working remotely with users with a different cultural background
  • Experienced in handling hardware and mobile assets, high analytical and organizational skills
  • Technical background, degree in a technical IT environment
  • Good to excellent command of English
  • Any additional language is a plus

For this assignment we are looking for a self-employed person, we cannot use multiple links. Offers made by agencies will not be considered in this particular case.


Korte omschrijving van de organisatie