Helpdesk Specialist

As a Helpdesk Specialist, you will be engaged in a consultancy mission at a client site representing Keystone Solutions. You will be responsible for addressing IT issues and inquiries reported by end-users, ensuring optimal working conditions through effective management of workstations and peripherals.

• →Support end-users via phone, email, and a ticketing system.
• →Diagnose and resolve hardware and software issues.
• →Register, analyze, and follow up on incidents, service requests, and changes according to agreed processes.
• →Actively contribute to the further professionalization of the service desk operations.
• →Collaborate on the design, optimization, and implementation of processes within the future service management platform.
• →Support the rollout of new methodologies and tools within the organization.
• →Proactively contribute to security awareness and compliance with security guidelines.
• →Document solutions and identify recurring issues.
• →Critically evaluate existing practices and propose feasible improvements.
• →Work closely with IT teams to resolve issues efficiently.
• →Manage workstations and peripherals.
• →Keep inventory and stock up to date.

• Minimum 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.
• Proven experience in improving or optimizing processes within a service desk environment.
• Interest 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 in application support and resolving user issues across various applications.
• Experience in a complex IT environment with multiple stakeholders is a plus.
• Knowledge of ITIL principles or similar service management methodologies is an advantage.

• Strong communication skills: able to explain technical information clearly to different audiences.
• Patience and the ability to reassure users.
• Empathetic and strong service-oriented mindset.
• Stress-resistant, able to prioritize, and remain calm under pressure.
• Constructively critical and actively engaged in improvement discussions.
• Comfortable in an evolving and changing environment.
• Initiative-taking and willing to take responsibility.
• Open to feedback and uses it for personal and professional growth.
• Team player who can also work independently, accurately, and in a structured manner.

• Ervaring met professionele ITSM-tools - Level: Intermediate - Most recent: Any time
• Installatie en onderhoud van hardware - Level: Intermediate - Most recent: Any time
• Inventarisbeheer - Level: Intermediate - Most recent: Any time
• Optimalisatievoorstellen - Level: Intermediate - Most recent: Any time
• Probleemanalyse en -oplossing - Level: Intermediate - Most recent: Any time
• Softwarebeheer - Level: Intermediate - Most recent: Any time
• Voorraadbeheer - Level: Intermediate - Most recent: Any time

Dutch
Level Native or bilingual proficiency