The Hague, South Holland, Netherlands
About I’m a people-first leader who thrives on unlocking potential, driving innovation, and navigating complex change. With a strong track record in team leadership, organizational development, and change management, I bring a hands-on mindset and clear communication style that resonates across all levels of business. Whether managing structural transitions or fostering high-performing teams, I focus on aligning people and purpose to deliver lasting results. I’m passionate about creating workplaces where individuals feel empowered and supported to grow. Outside of work, you’ll find me out on the road, either motorbiking or cycling to recharge. And nothing brings a bigger smile to my face than spending time with my three amazing kids.
• Provide expert level support to employees in the Amsterdam office. • Perform routine tasks as they concern the overall operation of the helpdesk and support of employees, which includes but is not limited to: Communicate and document issues as they pertain to essential support and service using the Laureate Service Management System. Monitor assigned and open tickets to seek fast resolutions. Review all open tickets for update and resolution on a daily basis. Document, execute, and resolve the customer's issues based upon current service response and resolution times. Monitor all pertinent support queues to ensure work is moving in a timely and reasonable pace. Take appropriate action by notifying responsible parties of any potential bottlenecks, potential service level agreement failures, and breech of Helpdesk service policies and procedures. Accurately escalate tickets by assigning to appropriate groups and following associated protocol. Use all available resources to resolve each reported problem within the current Service Level Agreement Support applications such as, but not limited to, Microsoft Office products, Windows operating systems, low-level network issues and other in-house applications as required Perform application administration in support of New Hires, Terminations and associated Laureate security guidelines. o Communicate System Outages and Planned Maintenance to appropriate user groups. Perform workstation support functions related to the technical support of the employees and authorized users of the network and resources (includes workstation configuration and installation and system update maintenance.) Performs miscellaneous job-related duties as assigned.
• Provide support to customers via telephone, email and remote control • Diagnose and resolve customers problems • Provide weekly reports to key customers • Report and track faults through our wholesale suppliers • Ensure that customers are kept up to date at all times • Answer customers questions • Liaise with suppliers to obtain best pricing for projects • Provide technical support