helpdesk vacatures

Patagonia is an outdoor apparel company founded in 1973. At a time when all life on earth is under threat of extinction, we aim to use the resources we have—our business, our investments, our voice and our imagination—to influence changes needed to protect our planet. A registered B Corporation and founding member of 1% for the Planet, Patagonia is recognised internationally for its commitment to product quality and environmental activism, contributing over $145 million in grants and in-kind donations to thousands of grassroots environmental groups around the world.

Your role:

We are in business to save our home planet. Your role will contribute to this mission by serving as the first point of contact for the end-users and retail stores in all our Patagonia locations globally related to IT incidents, changes, and requests. Through proactive troubleshooting, effective escalation and seamless customer service, the IT Helpdesk and Retail Support will play a key role in our organization and IT environments while supporting our facilities and IT driven activities and improvements.

Main tasks:

• Provide onsite support to our Amsterdam office, Retail stores and all end-users working remotely, or in Patagonia facilities requiring IT assistance by acting as their first point of contact for Tier 1 support.
• Act as first point of contact for the Retail Operations team in Europe related to IT.
• Manage the relationships with our IT Service Providers concerning retail support.
• Drive on-time and on-point escalation, monitoring and follow up of incidents, changes, and requests to Tier 2 Support or third parties, when required.
• Empower end-users to log IT incidents, changes, and requests in the service management tool, contributing to the completeness, quality, and standardization of our IT Service KPI’s and SLA’s.
• Maintain effective user communication and provide on-time and relevant updates.
• Actively contribute for knowledge base articles for recurring incidents with complete and root-cause analysis and clear, complete, and tested resolution steps.
• Monitor status of tickets and follow-up with Tier 2 support or third parties, when needed.
• Provide Tier 1 Security Monitoring and ensure proper use of corporate systems in line with company's IT and Security policies.
• Support Facility Management team, where and when required.
• Responsible for IT onboarding and users training.
• Responsible for the tracking and lifecycle of IT assets and end user licensing as well as order management and storeroom duties.
• Responsible for the continuous improvement of the IT services and infrastructure.
• Contribute to the growth and development of the global support model.

What we’re looking for:

• An inclusive mondset
• A love of the outdoors and an interest in saving our home planet and making a positive impact through your work
• Minimum of 3 years on-site support in a fast-paced environment.
• Experience supporting IT operations in a Retail organization.
• Well versed in IT Helpdesk (incident management) and IT Functional Support (problem management).
• Experience working in global IT organizations and ITIL principles.
• Strong working knowledge of PC Mac desktop software and applications including Windows, Office, and Microsoft Outlook.
• Knowledge in Office 365, Intune, (Azure) Active Directory and Windows.
• Knowledge of Mac OS, JAMF Certification is a plus.
• Knowledge of Logitech AV systems and managing presentations for live audiences.
• Ability to perform troubleshooting through in-depth diagnosis and pertinent questioning.
• Solid customer service skills, in person, on the phone and in writing.
• Good interpersonal skills, accuracy, and attention to detail able to work at any Tier in the organization and within a multicultural and multilocation environment, also remotely.
• Ability to discuss and understand technical details and problem-solving and troubleshooting skills.
• Ability to document procedures and working instructions for the position and for the users.
• Strong organizational skills and attention to detail and excellent follow-up.
• Comfortable with team-based work structure; ability to demonstrate flexibility on the job.
• Demonstrates initiative, is conscientious and provides complete follow-through on areas of responsibility.
• Fluent in English, other languages are a plus.

Other important details:

• This is a full time position, based in Amsterdam.
• We have a hybrid work model, however, for this role working from home possibility is maximum 1 day per week
• We strive to make unbiased decisions and to offer a great experience to every person who applies for a role at Patagonia. Our interviews include standardised questions that focus on the aspects that are important for success in the role. For some roles there will also be a practical assignment, where you can showcase your skills
• To find out more about what we offer our employees click here: https://eu.patagonia.com/nl/en/what-we-offer/

At Patagonia, we commit to becoming an anti-racist company that leads by example. This means doing the work to be inclusive and equitable, across all aspects of our business.

Every person who applies to join Patagonia receives equal employment opportunities, and we value a welcoming environment where each member of our EMEA team feels included, respected and empowered, regardless of their race, colour, religion, gender, gender identity or expression, sexual orientation, civil status, national origin, disability or age.

At Patagonia, we strive to have inclusive representation within our organisation and embrace a diverse mix of talent to contribute to our culture. We actively seek applications from Black and People of Colour (BPOC) and other underrepresented groups.

As we are in business to save our home planet, we can only do this together.

Please make sure that your CV and cover letter are in English.

Disclaimer for recruitment agencies:

Thanks for your interest in supporting us for this role, but we don’t accept unsolicited CVs from recruitment agencies