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# IT Field and Service Desk Agent

- **Company:** SRM Digital Limited
- **Location:** Rotterdam, Netherlands
- **Salary:** €3,800
- **Contract:** Temporary to permanent
- **Skills:** Active Directory, Collaborative Software, Identity and Access Management, Issue Tracking Systems, Virtual Private Networks (VPN), Enterprise Software Applications, Laptops
- **Published:** October 16, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=269d823b7380b981

## About the Role

Note: Will have to travel to the following locations(Zwolle, Groningen, Hoogeveen, Veendam, Rotterdam) to work according to a work schedule. All the fuel expenses will be reimbursed.

## Description

* 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