Senior Helpdesk Specialist – ITSM & End-User Support

Responsibilities

• Support end-users via telephone, email, and ticketing systems to resolve technical inquiries.
• Diagnose and resolve hardware and software issues regarding workstations and peripherals.
• Register, analyze, and follow up on incidents, service requests, and changes according to established processes.
• Contribute to the design, optimization, and implementation of a new service management platform.
• Promote security awareness and ensure compliance with digital safety guidelines.
• Maintain an accurate inventory and stock management of IT equipment.
• Document solutions and identify recurring problems to improve service quality.

Requirements

• 8+ years experience in a helpdesk, service desk, or end-user support role.
• You possess expertise in installation, maintenance, and troubleshooting of hardware and software.
• You bring proficiency with professional ITSM tools and service management processes.
• You have experience with application support and resolving user issues across diverse platforms.
• You have a basic knowledge of IT security and awareness of digital risks.
• You possess strong communication skills and a service-oriented mindset.
• You are stress-resistant, proactive, and comfortable in a changing environment.
• You are native or fluent in Dutch.

Nice to Haves

• Experience working within complex IT environments with multiple stakeholders.
• Knowledge of ITIL principles or similar service management methodologies.
• Experience with transformation or implementation projects for ITSM platforms.