Desktop Support Coordinator

As a Desktop Support Coordinator, you will work in a hybrid environment in our NL - Rotterdam office, contributing to Sirva's success by being responsible for the deployment, support and management of end user computing technology, including desktops, laptops, printers, phones, VC units, mobile devices and peripherals. The position puts a strong focus on providing a superior customer experience while providing 2nd level support for end-user computing components. The Desktop Support Coordinator will be responsible for the deployment, support and management of end-user computing technology, including desktops, laptops, printers, phones, VC units, mobile devices and peripherals. The position puts a strong focus on providing a superior customer experience while providing 2nd level support for end-user computing components. This position will also participate in on-going technology refresh and asset management initiatives as well as participation in new technology deployment projects as required.

What You'll Be Doing

• Provide 1st level technical support for NL and Europe offices
• Reporting to the Team Lead Desktop Support Europe
• Provide local 2nd level technical support for all end user computing issues while ensuring all SLAs are met
• Troubleshoot and resolve local OS and software issues
• Troubleshoot and resolve network connectivity issues related to workstations
• Troubleshoot and replace faulty hardware components on workstations
• Perform basic troubleshooting and service of office printers and VC units
• Ensure all work is captured and updated in ticketing system
• Develop technical documentation to add to the department knowledgebase to ensure appropriate knowledge transfer and sharing
• Develop customer documentation and deliver training as required to support end-user education
• Participate in IT and business project initiatives as required
• Assist Infrastructure team in maintaining local servers and network equipment
• Participate in infrastructure and application Disaster Recovery design, setup and testing exercises
• Other duties may be assigned

Do you have experience in iOS?, * Computer-related Degree/ Diploma or equivalent work experience

• Minimum 2 years of Desktop Support experience (Level 2-3)
• ITIL Foundation certification highly encouraged
• MCDST / MCSA Microsoft certifications or equivalent highly encouraged
• Excellent written and oral communication skills
• Strong time management, prioritization and organizational skills
• Experience working in a large to mid-sized corporate environment
• Self-motivated with the ability to work independently and in a fast-paced changing environment
• Ability to perform some physical work as this position requires moving / deploying computer equipment
• Ability to work flexible/extended hours as required, including occasional after-hours/weekend and on-call support
• You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognize that these behaviors empower and inspire positive action and promote innovation.

Specialised Knowledge and Skills

• Superior customer service skills
• Experience with an IT ticketing system
• Experience supporting Office 365 services
• Experience in re-imaging computers, installing software and hardware.
• Strong analytical and troubleshooting skills are required
• Excellent planning, prioritisation and organisational skills
• Strong communication skills, both written and verbal
• A professional attitude and good judgment approach to technology

Equipment and Application Experience

• Microsoft Windows 10 and Windows 11
• Microsoft Office 365 (Teams, OneDrive, SharePoint Online, Office Online etc.)
• Microsoft Productivity Suite (Outlook, Word, Excel, PowerPoint etc.)
• Microsoft Active Directory
• Microsoft Exchange
• Microsoft Intune
• Unified Communication Tools (Skype for Business, Citrix GoTo Meeting, etc.)
• Video Conferencing Units (Polycom Trio and Group Series)
• Ticket Management Tool (ZenDesk)
• Anti-Virus / Malware tools
• PC hardware troubleshooting / repair skills
• Printer troubleshooting skills
• Mobile/Tablet troubleshooting (iOS and Android)

• Competitive salary and incentive plans
• Workplace flexibility for a balanced work/life approach
• Comprehensive benefits packages and wellness program
• Generous company-paid vacation days and holiday time
• Challenging, collaborative, diverse corporate culture
• Ongoing opportunities for learning and career development