Service Desk Analyst with Dutch (K/M)

Experis is a global leader in recruitment of specialists and management staff in key IT areas, offering competitive employment opportunities and interesting IT projects for both experienced experts and newcomers to the IT industry.

• Proficiency in Dutch and good English skills
• Minimum 1 year experience as Service Desk Agent
• Excellent interpersonal, communication, and analytical skills
• Precision, reliability, dynamism, and flexibility

Nice to have:

• ITIL4 Foundation certification
• Microsoft Certification on Microsoft OS/O365
• Windows 10 Certification

• Act as the first and single point of contact for all IT-related issues
• Handle incoming calls via Phone, Email, Web, and Chat in a professional manner
• Log incidents and requests correctly, categorize and prioritize them
• Assign complex issues to the correct team according to defined procedures
• Conduct thorough diagnostics with end users to enable first-time fixes
• Progress and clear incidents/requests within SLA, escalating as needed
• Manage incidents through their lifecycle, keeping customers informed
• Create knowledge items for the desk in collaboration with L2 teams
• Manage end user escalations using escalation management guidelines