Front Office Coordinator

Position Overview

We are currently looking for a Front Office coordinator (replacement) in Petten (Netherland). The candidate will join a small team (with other 2 operators) to perform informatics, logistics and network support activities to our customer. The activities will be delivered on-site to the customer premises.

Main tasks (essential Job Functions):

· 1st and 2nd level troubleshooting and problem solving

· Ticket management under the respect of contractual SLA

· Management of escalation Process

· Coordination of a team

· Logistics organization, and stock organization

· Network patching and device management

Required qualifications (Requirements):

In informatics

· Good expertise in informatics environment (Microsoft OS and Office automation tools; internet browsing, Linux an MAC OSX)

· Perform analysis, diagnosis and resolution of desktop/Laptop, Printer, Mobile device, Copier and LAN and other miscellaneous hardware equipment issue for end users within Service Level Agreement guidelines.

· Configure of mobile devices

· Acting as service desk agent: at the request of management, you will be asked to take telephone calls during a given period to assist the core agents.

· Device Setup and Configuration: set up and configure desktops, laptops, printers, scanners, and other

· hardware devices for end-users.

· Hardware Repairs: diagnose and repair (if required) hardware issues.

· Peripheral Support: install and troubleshoot peripherals like monitors, keyboards, mice, docking stations, and other accessories.

· Installation and Updates: install, configure, and update software applications, operating systems, and security patches.

· Troubleshooting: Address software-related issues that cannot be resolved remotely, such as application crashes, performance problems, and compatibility issues.

· Connectivity Issues: Resolving local network connectivity issues, including Ethernet and Wi-Fi problems.

· Network Configuration: assist with configuring network devices.

· In-Person Assistance: provide hands-on support for users experiencing technical issues, offering immediate troubleshooting and resolution.

· Immediate Incident Handling: quickly respond to and resolve IT incidents that require physical presence, such as system failures or urgent hardware replacements.

In logistics

· Inventory Management: maintain accurate records of IT assets, including hardware inventory.

· Asset Deployment: manage the deployment and retrieval of IT equipment for new hires, terminations, or departmental changes.

· Liaison Role: act as a bridge between end-users and other IT teams, ensuring effective communication and coordination for complex issues.

· Escalation: escalate unresolved issues to specialized IT teams, providing detailed information and context to facilitate resolution.

· Updates and Patching: ensure all systems are up-to-date with the latest patches and updates to maintain security and functionality.

· incident Logging: accurately log all support activities, incidents, and resolutions in the IT service management system servicenow.

· Knowledge Sharing: contribute to the creation and maintenance of documentation, such as troubleshooting guides and knowledge base.

· Preparing and packing of IT equipment

· Device Setup and Configuration: set up and configure desktops, laptops, printers, scanners, and other hardware devices for end-users for all domain.

· Organize and distribute of laptop to news comers and for end of life process and help users in the onboarding

· Blancoo of machine to be declassified

· Physical inventory management (stocks)

· Decommissioning activities

· Inventory Management: maintain accurate records of IT assets, including hardware inventory, Organize delivery schedules

· Quality control of incoming IT material versus orders

· Assistance in the elaboration of workload planning.

· Analysis of simple user request in the domain of RFC

· Assistance in the logistical process of the order follow-up and receipt

· Analyse & process requests of IT equipment by the end-users.

· Assist in the logistical process of order follow-up and receipt

· Daily stock management and orders, planning and stock coordination

· Contact Users (Phone and Email) to plan the IT Equipment deliveries

· Create of Field technician work orders – planning

· Develop basic reports on activities done

· Participate in the drafting of operational procedures

· Deliver laptop to user and help in the first setup

In Coordination

· Report activities to manager

· Local team coordination for day-by-day activities

· Planification of daily tasks

· Focal point for local and central management Teams

· Alignment of process to DWP / EUSS

· 2nd and 3rd level of troubleshoot

· Complete weekly report in files

· Checking queue of incidents

· Report general issue with complete analyze to IM TEAM

· Checking in case of leave of an agent that tickets are redistributed to other one

· Verifying that contractual SLA are respected

· Checking that schedule tickets are planned respecting the rules

· Organization of the team activities

· Manage the agent planning (holidays, sick leave, …)

Network

Ticket management under the respect of contractual SLA

Install and test network hardware, including servers, routers, switches, firewalls, and wireless access points.

Set up and configure network cabling, ensuring proper connectivity and performance.

Diagnose and report network issues, including connectivity problems, hardware failures, and performance bottlenecks.

Provide on-site and remote technical support to clients, addressing network-related issues promptly and effectively.

Maintain accurate records of installations, configurations, maintenance activities, and client interactions.

Generate detailed reports on network performance, issues resolved, and recommendations for improvements to SDM and coordinator.

Others

· Request mandatory languages: Dutch and English (fluent writing and oral), French is a plus)

· Experience is a similar role for minimum 4 Years.

· Team working expertise.

· Good manners and customer relation skills are mandatories.

· Ability to work under very stressful environment.

· No dress code defined, but professional look is mandatory.

· Ability to quickly assimilate complex procedures and information and work in autonomy.

· Ability to work directly in contact with multicultural users to their desk.

· Punctuality and reliability.

· Clean criminal report.

Izvor: https://www.linkedin.com/jobs/view/4476148897/

Nivo: mid level