Helpdesk Specialist

We're looking for a senior service desk specialist to handle end-user support and equipment management while helping introduce a new service management platform.

What you'll do

• Resolve end-user issues by phone, email and ticketing system.
• Record, analyse and track incidents, service requests and changes.
• Maintain workstations, peripherals, inventory and stock.
• Document solutions to hardware, software and application issues.
• Help configure and roll out a new service management platform.
• Promote security awareness and compliance with security guidelines.

What you bring

• At least eight years in helpdesk, service desk or end-user support.
• Experience with professional ITSM tools, ticketing systems and service management processes.
• Proven experience improving service desk processes and proposing practical changes.
• Hardware installation and maintenance, software management and application support experience.
• A diagnostic approach: ask questions to understand causes, context and impact.
• Basic IT security knowledge and awareness of security risks.
• Clear communication, patience and empathy when explaining technical issues.
• Ability to prioritise, stay calm under pressure and work methodically.
• Initiative, openness to feedback and confidence working independently and with IT teams.
• Willingness to help shape new processes, tools and working practices.
• Dutch, native.

Nice to have

• Experience in complex IT environments with multiple stakeholders.
• Knowledge of ITIL principles or comparable service management methods.