Helpdesk specialist

As a Service Desk Specialist , you are responsible for handling IT problems and questions reported by end users. Additionally, you manage workstations and peripherals so that users can work in optimal conditions.

You work in a structured and customer-oriented manner and ensure that incidents, service requests, and changes are correctly recorded, analyzed, and followed up. Thanks to your experience, you can quickly make the right connections, but you do not immediately think in terms of solutions. You first ask the right questions to fully understand the cause, context, and impact of a problem.

In addition to daily service delivery, you will play an active role in the further professionalization of our service desk. Our organization is currently undergoing a transformation process in which a new service management platform will be implemented over the coming years. Therefore, we are looking for an experienced colleague who is willing to contribute to thinking about new processes, working methods, and the practical configuration of the platform. You will have the opportunity to actively contribute to its rollout and adoption within the organization.

Result areas and tasks:

• Supporting end users via telephone, email, and a ticketing system.
• Diagnosing and resolving hardware and software problems.
• Registering, analyzing, and following up on incidents, service requests, and changes according to agreed processes.
• Actively contribute to the further professionalization of service desk operations.
• Contribute ideas regarding the design, optimization, and implementation of processes within the future service management platform.
• Supporting the rollout of new working methods and tools within the organization.
• Proactively contribute to security awareness and compliance with security guidelines.
• Documenting solutions and identifying recurring problems.
• Critically evaluate existing working methods and propose feasible improvements.
• Collaborate closely with IT teams to solve problems efficiently.
• Managing workstations and peripherals.
• Keeping inventory and stock up to date.

Knowledge and experience:

• At least 8 years of experience in a helpdesk, service desk, or end-user support role.
• Experience with ITSM or ticketing systems and a good understanding of service management processes.
• Demonstrable experience with improving or optimizing processes within a service desk environment.
• Interested in actively contributing to a transformation and implementation project of a new service management platform.
• Basic knowledge of IT security and awareness of security risks.
• Experience with application support and resolving user issues in various applications.
• Experience in a complex IT environment with various stakeholders is a plus.
• Knowledge of ITIL principles or similar service management methodologies is an asset.