Deskside Support Lead
About the Role
We are seeking a highly skilled and customer-focused Deskside Support Lead to join our IT organization in Amsterdam. This is a hands-on onsite leadership role responsible for delivering exceptional second-line technical support while acting as the primary local IT lead for Amsterdam and supporting broader regional operations across Germany and the Netherlands.
The successful candidate will combine strong technical expertise with outstanding customer service and stakeholder management capabilities. Working within a professional services environment, you will support business-critical technologies, lead local support activities, mentor Desktop Analysts, coordinate with global IT teams, and ensure a seamless technology experience for employees, partners, and senior stakeholders.
This role requires native-level Dutch proficiency, strong troubleshooting capabilities, and the ability to manage operational priorities in a fast-paced and service-oriented environment.
Key Responsibilities
Technical Support & Service Delivery
• Deliver onsite second-line technical support for hardware, software, mobile devices, telephony, and collaboration technologies
• Act as the primary technical escalation point for complex desktop and end-user computing issues
• Provide senior-level troubleshooting and root cause analysis for business-critical incidents
• Build, configure, install, relocate, maintain, and troubleshoot laptops, desktops, printers, multifunction devices, and peripherals
• Support Microsoft Windows environments, enterprise applications, and productivity tools
• Provide support for iPhones, iPads, and other mobile technologies
• Install, maintain, and troubleshoot telephony systems including handsets, voicemail systems, and related equipment
• Provide VIP support for partners, executives, senior stakeholders, conferences, hearings, and litigation-related activities
Leadership & Operational Oversight
• Lead and coordinate local deskside support activities across assigned locations
• Mentor, coach, and support Desktop Analysts and local support resources
• Act as a key technical contributor and trusted advisor within the local IT function
• Support shift work, weekend activities, and on-call requirements when business needs require
Documentation & Knowledge Management
• Create, maintain, and enhance technical documentation, procedures, and knowledge articles
• Document customer interactions, incidents, service requests, and asset activities within approved IT systems
Training & User Enablement
• Deliver user guidance and technology training as required
• Promote adoption of new technologies and digital workplace solutions
Operational Responsibilities
Incident, Request & Asset Management
• Ensure incidents and service requests are logged, updated, and managed through approved support channels
• Maintain regular communication with users and provide timely updates throughout ticket lifecycles
• Support bridge calls, incident management processes, and business-critical service restoration efforts
Device Lifecycle Management
• Prepare, image, configure, personalize, test, and deploy end-user devices
• Ensure new starter equipment is prepared and delivered prior to joining dates
• Manage laptop refresh and replacement programs
• Reimage and redeploy supported devices in accordance with company standards
• Maintain accurate lifecycle records within the Asset Management Database (AMDB)
Workplace Technology Support
• Conduct regular floor walks to proactively identify and resolve issues
• Respond rapidly to meeting room and collaboration technology incidents
• Monitor and support Teams Rooms, displays, microphones, speakers, conferencing equipment, and related infrastructure
Change & Project Support
• Support testing and validation activities following deployments, upgrades, policy changes, and infrastructure updates
• Assist third-line and infrastructure teams during approved out-of-hours activities
Compliance & Governance
• Support hardware audits and asset verification exercises
• Ensure compliance with asset management, software licensing, and security policies
Required Skills & Qualifications
Technical Expertise
• Strong understanding of PC architecture and end-user computing technologies
• Good knowledge of Azure Virtual Desktop environments
• Strong experience supporting Microsoft productivity and collaboration technologies
• Knowledge of AppSense environments and user management technologies
• Experience with video conferencing, Webex, webinar, and presentation technologies
• Understanding of data and voice communication technologies including VOIP, leased circuits, ISDN-2, and ISDN-30
Certifications
• ITIL Foundation certification or equivalent knowledge preferred
• Microsoft certifications are desirable
Language Requirements
• Native-level Dutch proficiency is required
• Proficient English language skills are required
Professional Environment
This role operates within a professional services and legal environment where technology availability, responsiveness, confidentiality, and customer service excellence are critical. The successful candidate will play a key role in ensuring business continuity and delivering world-class technology support to employees, partners, and clients.
What We Offer
At Cognizant Netherlands, we believe in creating an environment where talented professionals can thrive and grow.
• Competitive salary
• International working environment with diverse global teams
• Continuous learning and professional development opportunities
• Career growth within a leading global technology services organization
Contact the Recruiter
Megha Nagpal
Email: [email protected]
Phone: +31 6 2715 5643
Equal Opportunity Statement
Cognizant is an equal opportunity employer committed to fostering an inclusive and diverse workplace. We consider all qualified applicants based on skills, experience, qualifications, and business requirements, creating an environment where everyone can contribute, grow, and succeed.
Over Cognizant
Cognizant (NASDAQ: CTSH) is een bouwer van AI-oplossingen en een leverancier van technologiediensten. Wij slaan de brug tussen AI-investeringen en ondernemingswaarde door het bouwen van full-stack AI-oplossingen voor onze klanten. Onze diepgaande kennis van sectoren, processen en engineering stelt ons in staat om de unieke context van een organisatie te verankeren in technologische systemen. Deze systemen versterken het menselijk potentieel, realiseren tastbare resultaten en geven wereldwijde ondernemingen een voorsprong in een snel veranderende wereld. Ontdek hoe op cognizant.ai of @cognizant.
Aanvullende arbeidsinformatie
De informatie over de beloning is correct op de datum van deze vacature. Cognizant behoudt zich het recht voor om deze informatie op elk moment te wijzigen, met inachtneming van de toepasselijke wetgeving.
Van sollicitanten kan worden verwacht dat zij gesprekken bijwonen, persoonlijk of via een videogesprek. Daarnaast kan van kandidaten worden gevraagd om tijdens elk gesprek een geldig, door de overheid uitgegeven identiteitsbewijs (zoals een identiteitskaart of paspoort) te tonen.
Cognizant is een werkgever die gelijke kansen biedt. Je sollicitatie en kandidatuur worden niet beoordeeld op basis van ras, huidskleur, geslacht, religie, levensovertuiging, seksuele geaardheid, genderidentiteit, nationale afkomst, handicap, genetische informatie, zwangerschap, veteranenstatus of enige andere eigenschap die wordt beschermd door federale, regionale of lokale wetgeving.
